Angélica Luz Atlassian Team

Hi Sapna, Welcome to Atlassian Community! For an org admin to add a new one, they need to go to the desired Organization on admin.atlassian.com > Settings > Administrators > Add administrators. Regards, Angélica

It will probably be today. I'll give them a heads up.

Hi Anna, Welcome to Atlassian Community! Thank you for the screenshot. For a better understanding of the issue, I would like to know more details about your environment. Is this issue happening when mentioning any user or specific ones? What is the Confluence version you are using? What is the database are you using?…

Hi Pietro, Welcome to Atlassian Community! You are right, currently, it's not possible to change the URL of Confluence icon. We can only change the icon and nothing more. We had a feature request that was created in 2011 and closed in 2014 because they didn't have plans to implement the feature. -…

Hi White, Thank you for reaching out to Atlassian Community! Sometimes this issue maybe related to permission, so let's check this information first. Have you checked if the customer is showing correctly on Administration > Jira Service Desk? Have you tried to add this customer as reporter directly on the instance (agent…

Hi Nathan, Thank you for the question and for all the details. When we set a request type with approvers, the field in the customer portal will show all the users and customers from that project. The field will not filter to show, for example, only licensed users. There is a workaround where we can add a specific list of…

Hello Greta, Welcome to Atlassian Community! Currently, it's not possible to customize the satisfaction email. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4533 - https://jira.atlassian.com/browse/JSDCLOUD-4986 Please, click on vote and watch in order…

Hi Dominic, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I'll make some questions: Is this issue happening on the customer portal or on the agent view? Can you please open the developer tools on your browser and check if it shows any other error while trying to add an…

Hi Vasilis, Thank you for reaching out to Atlassian Community! On Automation in a Service Desk project or using an add-on like Automation for Jira, there is no option to add the attachment as a trigger to run an automation. When a customer adds an attachment on the portal or via email, this attachment is added in a…

Thank you for the information and for the tests. This issue happens due to the restrictions put in place by the Great Firewall of China, so the captcha won't work correctly since we use the captcha from Google and it's blocked there. We can disable the captcha on your instance, so it will work for everyone. I was about to…

Hi Ravi, For internal users, is this a separated Service Desk project or is it the same project where they use the custom email address to create tickets? Do the reporter adds other users as participants before they reply to the ticket? Regards, Angélica

Hi Stacey, Welcome to Atlassian Community! I'm not sure if I got it right, but to link an issue to an epic you need to click on ... > Add parent. If that's not the case, can you give us more details about the feature that you need? Regards, Angélica

Hi Lacey, Can you please let me know the same information I asked on my previous answer? Is this a classic or a next-gen project? What is the type of the project (Software, Business, Service Desk)? What is the type of the custom field? Are you the only user facing this issue? Would it be possible testing using incognito…

Hi Juan, Welcome to Atlassian Community! In this case for Marc, what resolved the issue was to set up a new SLDAP server within a domain that is read-only and change the current LDAP configuration that that server. The other option that the support engineer mentioned on the ticket is: 1. Change the username in AD prior to…

Hi Kirsten, We figured out that if the outgoing email on Jira is disabled, the "Forgot your password?" link won't appear in the portal. Please, go to Jira settings > System > Outgoing email > Enable outgoing email. After that, please check the login page again and let us know how it goes. Regards, Angélica

Hello Robert, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to export reports in other formats, only CSV is available. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-148 Please, click on vote and watch in order…

Hi Marcia, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, would it be possible to send us a screenshot of this notification? I searched for similar tickets but didn't find anything that could help us. Is this happening on a classic or next-gen project? Is…

Hi Manikanta, I see that you mentioned Jira Cloud but the question was tagged as Server, so I'll post here the option for both. On Jira Cloud we don't have the option to export only one project, so if you need to move this project it's necessary the full backup and move to another instance. In this case, as it's a full…

Hi Andreas, Welcome to Atlassian Community! Customers can't create or add new values to fields. Actually is not only because they are customers, but the customer portal does not have this functionality that allows a user to add new values to a custom field, even if they have a license, this is possible only internally on…

Thank you Kirsten. I was able to test here as well and the field somehow is hidden. I sent a message to the team responsible for this feature to check why this is happening. Once I have a response, I'll post here.

Thank you for the details. Yes, this is Jira Cloud. I opened the link you sent and tried to create a ticket and it worked. I thought that it would show the error, that's why I tested. You will see a ticket with the link to this question and the reporter is set as a gmail that is my test email. Have you tested using another…

Hi Sebastián, Thank you for reaching out to Community! Participants are only added if they are added in CC field. If people are added on TO, they won't be added. Also, the project must be open for customers to create their own accounts. First, you need to change the customer permission to Who can customers share requests…

Hi Andrew, Thank you for the informtion and for making the tests. To better investigate this issue and find out what is causing this, I created a ticket with our support, so they will be able to check your instance and replicate the issue. You will receive a notification and soon someone will contact you. I'll be watching…

Thank you for the details. On next-gen projects, currently, we can't configure agent notifications, so it's not possible to set to send the "issue created" notification to the assignee. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-8347 Please, click…

Hi Naga, Thank you for the details. I tried to replicate the issue on my test instance on different projects (next-gen and classic), but when clicking on the image, it expands normally. For us to try to replicate here, please let me know the information below: What browser are you using? Have you tested using another one?…

Hello Simon, Thank you for getting in touch with Atlassian Community! Currently, we need to select a priority for the issue that will be created using automation. Based on your question, I created a feature request: - https://jira.atlassian.com/browse/JSDCLOUD-8436 Please, click on vote and watch to receive updates. As a…

Hi BarryS, Welcome to Atlassian Community! Currently, it's not possible to add more information about customers. The fields available on their profiles are the email and name, so there are no other fields where we can add other information and we can't add fields to their profiles as well. We have a feature request…

Hi Sam, Thank you for reaching out to Atlassian Community! Currently, it's not possible to disable notification for an specific ticket. If you don't want a customer to receive a notification for issue resolved, you need to disable the notification on Project settings > Customer notification and disable the "Request…

Hi Ravi, Welcome to Atlassian Community! When someone replies to a notification and instead of adding a comment on the ticket, another one is created is because the person that replied does not have permission on the ticket. When someone does not have permission, a new ticket is created. For them to have permission they…

Next-gen is more simple, it's an independent project, that's why that currently there is no option for schemes. So, if you need a more complex workflow, more reports, other types of fields, the classic ones are better. On the feature request below there is a lot of sub-tasks with the features that customers are asking for…