Angélica Luz Atlassian Team

Hi Rodney, Thank you for reaching out to Atlassian Community! When the option to enable the widget is greyed out it means that not all recommended settings were correctly set. Please, go to Project settings > Customer permissions > Who can access the portal and send requests to IT Service Desk? > Anyone... > Save. Then on…

When using an account that is not "real", where they can't access the email inbox to finish the process, it's complicated due to notifications, for example. There is a workaround that I tested here and it works. I created an account that doesn't exist, for example, steverogers@theavengers.com and then changed the password…

Hi Steve, I'm just mentioning a user. Maybe my test environment was not updated yet, but while I mention it shows the full name next to the accountid: Regards, Angélica

Thank you for the video. I was able to replicate the same issue on my test environment. Based on that, I created a bug for our dev team to check: - https://jira.atlassian.com/browse/JSWCLOUD-18361 Please, click on "This affects my team" and also watch to receive updates.

Sorry for the misunderstanding. Indeed next-gen doesn't have parallel sprints, so the option I posted is not applied in this case. We have a feature requests suggesting the ability to edit closed sprints and also for parallel sprints: - https://jira.atlassian.com/browse/JSWCLOUD-17195 -…

Hi Henk, Thank you for the screenshots. I was able to find this error on our logs: Uncaught exception thrown by REST service: java.lang.RuntimeException with stacktrace: java.lang.RuntimeException at…

Hi John, Welcome to Atlassian Community! Thank you for the details and screenshot. This behaviour was reported as a bug. You can find more details on the link below: - https://jira.atlassian.com/browse/JSDCLOUD-8185 Please be sure to watch it, so that you are notified when this is fixed in a future release. The link you…

Hi Pauline, Thank you for reaching out to Atlassian Community! I've searched for similar tickets and recent bugs but didn't find anything that could help us. Can you please open the developer tools and then click on the icon to check if it will show any error? Have you tested using another browser or incognito mode? Is…

Hi Divya, Allow me to help you with this question. There are two methods to remove customer of a project: 1 - If the customer is manually added to the project, to remove them you must go to Project settings > People and click on Remove next to their name. 2 - If the project is open to anyone (Project settings > Customer…

Hi Markus, Thank you for reaching out to Atlassian Community! Currently, collaborators are able only to add internal comments. To add a public comment, they must be service desk agents. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-1448 Please, click…

Hi Victor, Welcome to Atlassian Community! Currently, when we enable public signup, it's not possible to restrict only trusted domains, so anyone will be able to create an account. When this happens, for this customer to do not spam your service desk, you can inactivate their accounts (not delete) because once it's…

Hi Gerard, Welcome to Atlassian Community! When we click on any of those buttons, it will show these options: Can you please open the developer tools on your browser and then click on any of the three buttons to check if it will show any error? Have you tried to make these settings using incognito mode? Is there any other…

Hi Alberto, Thank you for reaching out to Atlassian Community! When we try to add some permission and it shows this message is because it only works for agents and admins and not for customers. You can find more details about each permission on the documentation below: - Overview of Jira Cloud permissions Regards, Angélica

Hi Markar, Welcome to Atlassian Community! I'm not sure if I understood correctly, so I would like you to clarify what would this email. What I understood is that you would like the notification to be sent with an email that is not from Jira, for example, servicedesk@mydomain.com, is that correct? By default, when we an…

The project is still appearing on the customer portal, but not on the project list internally, is that correct? When you click on the project in the portal, does it show the request types to create tickets? Is it visible to all customers and users this deleted project?

I see that your Jira is in French, so please edit the validator and add the expression "now" in French and test again. 

Sorry for the misunderstanding, I read it wrong. I changed the title of the feature because it's almost the same. If they implement the option to disable it to all users, the same option will also enable it for everyone.

Hi Abbe, The custom field that you mentioned, is it a Select list single or multiple choice? How many options the field has? Is this user a customer only or an internal user? Is this issue happening on the customer portal or on agent view? If it's a user, you can impersonate them by going to their profile and click on…

Hi Paul, Thank you for reaching out to Atlassian Community! As per your description, I understand that you added an email to receive requests using Jira Settings > System > Incoming email, is that correct? The email handler directly on Jira Service Desk project has the option to allow customers to create their own accounts…

Hi Pierre, Thank you for reaching out to Community! I see that you are the site-admin of the instance, so in order to change an administrator of a project, you also need the group Administrators in your profile. So please, go to Administration and if you don't have this group, please add it. Then, you need to go to the…

Hello Ken, Welcome to Atlassian Community! Currently, it's not possible to expand the portal to better show the images of the articles. We have two feature requests suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4923 - https://jira.atlassian.com/browse/JSDCLOUD-2410 Please,…

Hi Dmitrii, Welcome to Atlassian Community! For a customer to see a Confluence page in Confluence and not the customer portal, they need an Atlassian account. The configuration of your Service Desk is correct, but it only allows a customer to see the article in the portal. You can find the steps on the article below where…

Hi Brian, Thank you for reaching out to Atlassian Community! As per the details, everything seems correct for the "Share as comment" to work. Can you please open the developer tools on your browser and then click on the button "Share as comment" to check if it will show any error? What browser are you using? Have you tried…

Hi Nathan, Thank you for sharing the bug. I talked to the support engineer that helped you on the ticket and we tested again, but it didn't work, so something changed since the last time I tested that was 8 days ago. Regards, Angélica

Hi Adrien, Thank you for reaching out to Community! Just to make sure that we are on the same page when you say Filter management you mean the Issues and filters page? If so, this page will show all users and customers when filtering. When someone has Browser users and groups they can find anyone on the instance. On Jira…

Hi Greg, Thank you for reaching out to Atlassian Community! Currently, on the new issue view, it's not possible to change the order of the workflow buttons. Even if you are using a classic project, if using the new view, the configuration on the workflow won't reflect on the ticket. We have a feature request suggesting the…

Hi Vladislav, Welcome to Atlassian Community! I'm not sure if I followed the same steps as you, but when moving an issue from a project to another, if you click on the old link, it's a normal behaviour to show the old issue key very fast on the URL and then show the new one. It happens on Cloud and Server and it's not a…

Hi Jason, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I will make some questions: Can you send a screenshot of the error? Is this issue happening only when the user tries to assign or when someone tries to add them as an assignee? If you are a site-admin, can you…

Hi Scott, We have a feature request suggesting to add the filter option for multi-select users and groups: - https://jira.atlassian.com/browse/JRACLOUD-11945 - https://jira.atlassian.com/browse/JRACLOUD-36833 Please, click on vote and watch to receive updates about the features. Regards, Angélica

Hi David, Project settings are visible only for those who are Administrators of the project. Please, check with the admin if you are a member or an administrator. They can check this on Project settings > People. Regards, Angélica