Angélica Luz Atlassian Team

Hi Julian, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JRACLOUD-72311 Please be sure to watch it, so that you are notified when this is fixed in a future release. Regards, Angélica

Hi Damodaran, Thank you for reaching out to Atlassian Community! I tested making some changes on a ticket that was closed in December and the updates are showing normally. On the new issue view, the updates are shown from oldest to newest. Just for us to better understand and help you with this issue, can you please let us…

Hello Vo, Welcome to Atlassian Community! The boards for Business projects were designed with a simple layout for simple workflows, so it does not show correctly when it has many columns. We have a feature request suggesting the implementation of the ability to see the whole title when the business projects have workflows…

Hi Michael, Currently, next-gen projects do not have the option to manage permissions. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17159 Also, even if it had the permissions, it's not possible to restrict users from moving tickets to active sprint.…

Hi Benedikt, Thank you for reaching out to Atlassian Community! I tested on my local environment and the time tracking is working when adding on a next-gen project. When we add the field in the issue type it will show like this on the left side: And then after adding the time, it will show the logged and estimated: Just…

Hello Chris, Welcome to Atlassian Community! Currently, it's not possible to edit the description area, that's why when we try to drag a custom field it does not show the option to drop it under the description. We have a feature request suggesting the implementation of this ability: -…

To add a link to the customer portal the only option is the announcement banner. There is one for the main page and also other for each project, but it's in the top of the page. Go to Project settings > Portal settings > View and change your customer portal announcement. On the page that will appear, click on Portal…

Hello Ryan, Welcome to Atlassian Community! Thank you for the details and screenshot. Currently, it's not possible to customize the signup page for Service Desk. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-1637 We also have a feature suggesting to…

Hi Anthony, Welcome to Atlassian Community! A site and org admin can't remove another one directly, so firstly you need to remove this user from the organization by going to admin.atlassian.com > Click on the organization > Settings > Administrators > Remove the admin. After that, to remove their privileges or delete their…

Hi Jamie, Welcome to Atlassian Community! Changing the organization's name won't affect anything on users or any other setting that was made. You can find the details on the documentation below: - Set up an Atlassian organization Regards, Angélica

Hi Andrew, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if what you mentioned the line above the "Reply above the line". If so, this is part of the customer notification template, your comment was not replaced for that line. Is this issue happening for all comments…

Hi there, Welcome to Atlassian Community! In order to have groups, emails, agents and customer portals separated for each group of customers, you need to create a project for each one of these groups. Currently, it's possible to have only two emails per service desk project (an email generated automatically by Jira and a…

Hi Freddy, Welcome to Atlassian Community! It's possible to edit the HTML and CSS for customer notifications, so you can remove this marker. Please, go to the Project settings > Customer notifications > Edit template. You can find more details on the documentation below: - Managing service desk notifications Regards,…

Hi Abbe, The field "Share with" appears only when customers are grouped in Organizations, so this field allows them to share the ticket with the organization or create a private ticket. Agents have this option but it does not appear on the create issue screen, they can share after the ticket is created. Currently, it's not…

Hello Teresa, Welcome to Atlassian Community! Currently, it's not possible to add custom fields to customer notifications. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4642 Please, click on vote and watch in order to hear about updates on the…

Hi Jon, Welcome to Atlassian Community! What triggers the notification to be sent to customers is the Request type. So, in this case, there is no setting that could prevent a notification to be sent to a customer, but the workaround is to create a ticket through the + button. The reason why we need to use the + button is…

Hi Ashutosh, I saw that you created a ticket with our support related to the same question and it was already resolved. As the case is specific because it depends on the logic implemented in the workflow as mentioned on the ticket, feel free to share here what was the resolution or ideas for your case to help other…

Hi Charan, Welcome to Atlassian Community! I saw that you created two tickets with our support related to the Azure and Jira and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's…

Hi Jens, Welcome to Atlassian Community! The Dashboards menu only shows if the user has flagged a dashboard as Starred. For the users that don't have the menu, they need to click on > View all dashboards and click on the start to mark as starred. Please, give it a try and let us know how it goes. Regards, Angélica

Hello Jackson, Welcome to Atlassian Community! Currently, it's not possible to add a comment on behalf of other user using API. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRASERVER-35124 Please, click on vote and watch in order to hear about updates on the…

Hi Franco, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus…

Hi Paul, Welcome to Atlassian Community! To ensure that anyone added on the CC will be added as a participant, you need to allow customers to create their own accounts. First, you need to go to Project settings > Customer permission > Who can customers share requests with? > Any customer or organization, by searching this…

You can filter by tasks on the board, the option appears when you have tickets with different issue types on the board: If you need to filter tasks from different projects, then you will need to use the search option on issues and filters to filter all the necessary tasks. Click on the Jira icon (top left) > Issues and…

Hi Martin, Currently, it's not possible to batch email notifications based on SLA or priority, that's why it's complicated to use this on Service Desk. This is on our roadmap as mentioned on Batching email notifications: We plan to: add the possibility to create your own “batcher”. It will consume saved issue events along…

You need to go to the main page to find the menu. Please, click on the Jira logo on the top left side > Issues and Filters > Search issues. You can find more details on the documentation below: - Searching for issues

Hello James, Thank you for reaching out to Atlassian Community! I tried to replicate this issue on my local environment, but it worked normally. Just for us to better understand and help you with this issue, can you please let us know when did this issue start? If you also have Jira, can you test if the same issue occurs…

Hello there, Currently, it's not possible to expand an image on the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-7882 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Patrik, Thank you for reaching out to Atlassian Community! I'm not sure if I understood correctly, but agents can use the search box on Issues and filters > Search issues and add keywords to filter issues on any status. It's necessary to use the basic mode. If it's not this type of search, can you please give us more…

Hi EnanLim, Welcome to Atlassian Community! It's possible to show this information in Confluence using Jira gadgets. First, you need to create a filter that contains all tickets that you need to sum and a filter for tickets where you need to see the estimated hours. On Confluence, you can use the macro Workload Pie Chart.…

Hi Vasilis, Welcome to Atlassian Community! Currently, it's not possible to customize the customer portal login page. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4949 Also, in Jira there are no additional fields on the customer profile where we can…