Angélica Luz Atlassian Team

Hi Fernanda, Thank you for reaching out to Atlassian Community! The option to disable the batching notifications, currently, is available only for Server. We have a feature request suggesting the implementation of the ability to disable this option in Cloud as well: * Add possibility to Disable the New Notifications Format…

Hi Janis, Thank you for reaching out to Atlassian Community! Currently, it’s not possible to customize the customer portal. I see that this screenshot looks like our customer portal from support.atlassian.com, and the version we use here is Server, that’s why it looks different from a Cloud site. We have feature requests…

Hi sc, I saw that this issue was reported as a bug and it should be working on version 4.4.0. * Jira Service Desk Help Center Requests submenu invisible * "Requests" showing blank option Please, confirm the version you are using, and if it’s not the 4.4.0, please update your Service Desk. If you are using the latest…

Hi everyone, Just to let you all know that I edited my first answer and added an update. If you have any other question, please let us know. Regards, Angélica

Hi Robin, Thank you for reaching out to Atlassian Community! Currently, it’s possible to associate only one email to each user, there are no other fields where we can add a secondary email. We have a feature request suggesting the ability to merge an Atlassian account with a secondary email: * Ability to merge Atlassian…

Hi Stephan, Thank you for reaching out to Atlassian Community! The wallboard background color was changed due to improvement and also to fix a bug. Now, instead of black #0000, the color is #283447 (dark grey/royal blue). Regards, Angélica

Hi Kate, Welcome to Atlassian Community! As per the details you provided, I understood that you added a macro with the list of the pages and when the customer clicks on a link on the macro, they are redirected to Confluence, is that correct? If they search an article on the portal if they click on it, does it show in the…

Hi Jay, Thank you for reaching out to Atlassian Community! In order to verify the domain, you need to go to the organization’s page. I checked here and it does not show you as an organization admin, so you need to check who is an org admin and ask them to add you or ask them to verify a domain. When we are an org admin, it…

Hi @Duy Huynh, The issue was reported as a bug since we could also replicate it on our local environment: * Incorrect Dates in Burn Up reports in Next Gen projects If it’s the same issue you are facing, please click on “This affects my team” and also watch the bug to receive updates. Regards, Angélica

It was always like that for request types used for the email channel. You can find this information on the documentation below: * Choose a request type for email requests The information on who changed the fields to required does not show on the audit log, so we can’t tell when and who changed. Note that, on emails, we can…

Hi Chris, I saw the ticket and they mentioned that eventually the old editor will be removed and all current pages will be automatically converted to the new editor. Currently, the best option would be to create pages and manually move the content from one page to another. You can check the ticket directly in the portal: *…

Hi @Satbir Kaur and @John Hitge This is expected when the user is also an org admin, so if you are also an org admin, you need to go to admin.atlassian.com > Click on the organization > Settings > Administrators > Remove the admin. After that, you will be able to remove them from the site-admin group or delete their…

Hi Daniel, Thank you for your feedback. We understand that the usernames were useful, but due to GDPR, it had to be removed. The add-on does not get the real username, because now the usernames are kind of an ID, so the add-on gets the name before the @ of their email addresses. Regards, Angélica

Hi Sergio, Thank you for reaching out to Atlassian Community! As it is working on other browsers and it was working on IE11 previously, it should be some update on IE11 that is making the pages not loading correctly. Was there any windows update that updates IE11? Have you tried to revert these changes to test or check if…

Olá, Obrigada por entrar em contato com o Atlassian Community! Apenas para confirmar, você fez os dois workarounds disponíveis na documentação e mesmo assim a falha persiste, está correto? Em relação ao support zip, aqui no community não tem como anexar esse tipo de arquivo e também pode conter informações sensíveis e aqui…

Hi Tony, Thank you for reaching out to Atlassian Community! I searched for a documentation but didn't find anything that mentions this, but I found a bug in which there are comments that mention that the reset password link expires after 24 hours. * Password reset token valid for only 5 minutes Further searching, this is…

Hi Ayush, Thank you for reaching out to Atlassian Community! Currently, it's not possible to use a Gmail group as the custom email address for Service Desk, it's necessary to use an actual email account with a password. We have a feature request suggesting the implementation of this ability: * Ability to use Google Group…

Hi David, Thank you for reaching out to Atlassian Community! It's possible to get this information using the Search API where you can use a JQL to specify the customer. * Search for issues using JQL (GET) Please, give it a try and let us know how it goes. Regards, Angélica

Hi Carmen, Thank you for reaching out to Atlassian Community! This graph shows the information on how many days it took to resolve the issue. The link that shows under the graph will redirect to the project and will show all the tickets, so that's correct behavior. If you and your team resolve an issue on the same day, it…

Yes, they will receive a notification informing them that the organization was added.

Jira automation does not have a trigger to run when an issue is moved, that's why it would be necessary to use an add-on, otherwise, the best option would be manually set the issue as unassigned before moving.

Hi Eliezer, It only gets removed for customer notifications for the specific project you edited the template. Agent notifications won't be affected.

Thank you for the details, Brian. Can you please disable the email request and enable it again? You can find this option by clicking on (top right). If it does not work, maybe this issue is related to a bug: * Project administrators can't include or edit a custom email account in the email requests. The workaround is to…

Can you please let me know if this is a next-gen or a classic Service Desk project? Can you disable and enable the CSAT again to test? I see that the error is in another language, did you also change the language of the project? If so, can you please confirm if the survey was translated?

Hi Nicole, Welcome to Atlassian Community! It was not resolved. In this specific case, the sites were destroyed so we didn't have the data to restore and also there was no backup on their side to recover the information. Regards, Angélica

Hi Tim, Thank you for reaching out to Atlassian Community! A while ago it was possible to use Confluence Server as a knowledge base for Service Desk Cloud, but since March last year, this ability was removed. Now it’s possible only to link a Confluence space to a Service Desk project if they are under the same domain. You…

Hi Geoffrey, Welcome to Atlassian Community! It’s possible to set an assignee to unassigned when moving an issue using an add-on, since on Service Desk built-in automation there is no trigger for that. You can use the add-on Automation for Jira (if you move less than 300 issues a month, you can use the free version).…

Hi Madhu, It looks like you're running into an existing bug, which can be found here: * Incoming Mail Handler does not respect the default priority in Priorities Scheme Please be sure to watch it, so that you are notified when this is fixed in a future release. The workaround for this issue is on the bug description and…

Agents can access the mobile app. Any licensed user can log in, so users should be able to use the app as well, I tested here and it works. Please, make sure that the users are using the correct account. Since it's on the cellphone, sometimes we may select the wrong account to log in. For customers, it will not be possible…

Hi Daniel, Welcome to Atlassian Community! It seems that something is blocking our products to work on your university since it works normally when you are home. Have you tested using another browser or incognito mode? Can you open the developer tools on the browser when trying to login to check if it shows any error? If…