Angélica Luz Atlassian Team

Hi Sarmad, Thank you for reaching out to Atlassian Community! It’s possible to configure these three options on Service Desk. Please check the documentation below that has all the information and details: * Managing incidents with your IT service desk * Managing problems with your IT service desk * Change management *…

Hi Caroline. Thank you for getting back to us with these details. We tried to replicate here using the same version, but the information “It’s very white on this page!” does not appear. Can you please let us know if you add some text on the announcement message if it gets updated with the new text correctly? Also, are you…

Hello Geir, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to hide this information from the portal. We have a feature request suggesting the implementation of this ability: * Ability to hide "Did this article help?" option of Knowledge base in Portal Please, click on vote and watch…

Thank you for the details. As you are an agent/admin, you can’t be a customer in the project or in the ticket, because Jira won’t recognize who you are, so you won’t receive any notifications. As an admin and project lead you can’t: * Be the assignee and a participant in the ticket; * Be the reporter and assignee at the…

Hi Andrew, Welcome to Community! This option is not available for next-gen or classic projects. Currently, when we add a customer to the project, they will be able to see all groups and request types. We have a feature request suggesting the ability to restrict request types: * Customize the request types available by…

Hi Kimi, Welcome to Atlassian Community! As per the details you provided, you are using a next-gen service desk project. Currently, on next-gen projects, only one request type can be associated with the email channel. It's possible to have two emails (you can add a custom one), but both will be associated with the same…

Hi Jason, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, can you please let us know if these confluence users are able to see this project in the customer portal? If possible, ask them to go to the portal to check if they can raise a ticket thought there. This test is…

Hi Alexey, Welcome to Atlassian Community! This option was removed in the new Jira UI, now when we hover the pointer over the user's profile, we have only the option to view the profile and there we can manage their access and see the activities. I agree with you that this option was great because, in the new UI, it does…

Hi Hayden, Thank you for reaching out to Atlassian Community! Currently, the information about those emails won't be shown in the UI. I've tested sending one and it does not show in the audit log and there is no option to check the details of these emails. Based on your question, I created a feature request suggesting the…

Hi Michelle, Thank you for reaching out to Atlassian Community! Currently, it's not possible to copy the parent issue values to sub-tasks. We had a feature request that was already closed as "Won't do": * Sub-tasks should inherit selectable fields from the parent task We have another one that is still "Gathering Interest":…

Thank you for the details. Is this happening using a specific language? Which one? If you are familiar with another language, can you test adding this other language and check if it will show the option to translate?

Thank you for the details Maliha. I tried to replicate this behavior and to be honest with you, I got surprised that the request type was deleted once I deleted the issue type. I thought that it would still appear the request type and I would face the same issue as you. When we remove the issue type from the project, we…

Hi Amit, I saw that a customer posted a response from Zephyr support saying that there is an issue on our side and that we are working on it, so I sent a message to the team responsible for that and once I have a response, I'll post here. Regards, Angélica

Hi David, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, can you please let us know if you are using the app for IOS or Android? Is it the app for Jira Server or Cloud? I tested here and on the Jira Cloud app for Android I have the option to add an attachment from Google…

Hello dpatti, Thank you for getting in touch with Atlassian Community! The option to add milestones on next-gen roadmaps is not currently available. We have a feature request suggesting the implementation of this ability: * Milestones for Roadmaps Please, click on vote and watch in order to hear about updates on the…

Hello Joao, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to create a linked issue using the new issue view for Business and Service Desk projects. We have a feature request suggesting the implementation of this ability: * Create linked issue not available in the new Jira issue view…

Hi ktran, I saw that you created a ticket with our support related to the same question, so while they don’t answer there, I’ll help you here. This screenshot that you sent is related to customer notifications, so you will only receive this type of notification if you are the reporter or participant of the ticket. * Can…

Hi Maliha, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I’ll make some questions: * As per the details you provided, you are using a classic project, is that correct? * Can you open the developer tools on your browser and try to delete the request type? Please, check if it…

Hi ddeka, Thank you for reaching out to Atlassian Community! As much as I want to help you here, in order to access the database and get this information, we need a ticket with our support so we can share this sensitive information with you. I created the ticket on your behalf with this information. You should have…

Hello Murugan, On the description for custom fields, you can use wiki markup to customize texts. I’m afraid it’s not possible to change the font size using numbers like 12, 14, 16, but you can use the Headings to change to a different size. You can find the available formatting for Jira on the link below: * Text Formatting…

Hi Timur, Thank you for the information. I installed this app on my phone and recorded a video, then I transferred the video to my computer and I was able to add and save the video on a ticket. We will need to further investigate the issue by checking a HAR file and as this file contains sensitive information, I created a…

Thanks for sharing Riccardo!

Thank you for the details. I’m afraid there is no workaround for that. The best option would be to add the link to this tool on the announcement banner for the customer to open and then after the ticket is created, add the issue number on the tool for reference. Related to start and end date, they must be separated, it’s…

Hi Jimmy, I saw that you created another question related to this issue and I saw the screenshot. I’ll add a response on the other thread because the issue is different. Regards, Angélica

Hi Sharon, Welcome to Atlassian Community! Currently, it's not possible to enable roadmap for classic projects. We have a feature request suggesting the implementation of this ability: * Enable Roadmap for "classic" project Please, click on vote and watch in order to hear about updates on the development cycle. As a…

Hi Ianz, Welcome to Atlassian Community! The ability to print was added as an option to have a good view from that sometimes we don’t have when using CTRL + P. This option will show the same fields as we see on the issue view, it’s not possible to add any other field. If you need more fields, then you can go to Issues and…

Hi Stephen, Thank you for reaching out to Atlassian Community! It’s possible to allow non-service desk licensed user to create an issue internally using the + button, you need to add the group or this person to the permission scheme on the SD project. Please, go to Project settings > Permissions and add this user or the…

Hi Brendan, I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead. Once the ticket is resolved, feel free to share the…

Hi Riccardo, Currently, it’s not possible to set a default value when closing the parent issue. Usually, it does not show more than one transition, but it seems that you have more status with resolution and that’s why it shows both options. For now, we don’t have any feature request suggesting this, so please, feel free to…

Hi Sven, I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead. Once the ticket is closed, feel free to share the resolution…