Angélica Luz Atlassian Team

Hello there, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to show a list with all articles/KBs on the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-6391 Please, click on vote and watch in order…

Hi Tom, When a ticket is created through any channel (email, customer portal or Jira) it will have an issue key. I'm not sure if we are on the same page, but when the ticket goes to the queue it shows the key and if it's not showing you can edit the fields of the queue to show the key: It also shows on the notification: If…

Hi Richa, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I will make some questions. When did this issue start? Have you tested using another browser or incognito mode? If not, can you test to check if something different happens? Also, on the browser that you are using, can…

Hi Aoife, Thank you for the details and screenshot. When we create a ticket on behalf of the customer or add the email on any other user picker field, we need to select customers that already exist on the instance, it's not possible to add them on this screen to create an account. So firstly, you need to create their…

Hi @Quentin Jones 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…

Hi @parmdeep Ahluwalia 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…

Hello Kathy, The new issue view uses markdown formatting now and not wiki markup, that's why the panel does not work. You can find more information here: New Atlassian editor "The editor in the new issue view uses markdown rather than wiki markup. Right now, if you've added wiki markup in the old editor, we'll render it…

Hi Maryam, The update is on "Filtering improvements". Filtering improvements Some improvements to filtering on the Board and Backlog to help you quickly find your work. Filter lists will be sorted alphabetically A search bar will be included when there are more than 10 items in the list An issue type filter will be added…

Hi Michael, This feature is not currently on our roadmap, so we don't know if it's coming soon or not. Please, watch the feature to receive updates and feel free to add your comment there for our dev team. Regards, Angélica

Hi Chai, Welcome to Atlassian Community! After a user accesses the instance, it should show the last day they accessed the site. Can you please go to her profile and check if it shows the "Last seen on" for Service Desk? Is she able to access the project and other features normally? Regards, Angélica

Hi Miroslav, Welcome to Atlassian Community! The field Project picker is not available for the new issue view only, but it's available for the old view. I tested here and even if we add value to the field using the old Jira view, it won't appear if you open the ticket on a board or Issues and filter. For now, we will need…

Hi Paul, The latest update we have for Portfolio for Jira Cloud is from Jake Brereton on this article where he answered another community member that had the same question as you. The link redirects directly to his comment, please let me know if you face any issue in finding the right comment. Regards, Angélica

Hi fatoumatasall, With some changes on Service Desk last year, now it's possible to have an internal account (user) and a customer account with the same email. As far as I can see with the access I have in community is that there is no duplicated internal user, so there is a chance that the duplicated account is a customer…

Hi Namit, Thank you for sharing the screenshot. Just for us to better understand the issue, can you please let us know the date of those emails? Is it happening only for old surveys? Are the new ones working as expected? Regards, Angélica

Hi Rika, Currently, Jira only recognizes the subject and the body of the email to add as the summary and description, that's why it's not possible to add more required fields on the request type for the mail handler. We have a feature request suggesting the implementation of this ability: -…

Hi Paul, Welcome to Atlassian Community! Currently, the customer portal does not work with SSO (feature request JSDCLOUD-630), so if you create a user and they go to the portal, they will have to create an account, even using the same email. So, for them to use SSO to access the portal, when their account is created in…

Hi ktran, When we set the customer permission on a project to "Anyone with an account", it means that anyone, external and internal customers and users will be able to create tickets in that project. As the project is open to everyone, all users and customers will show on customers' page. To avoid that, you need to set the…

Hi Rick, Welcome to Atlassian Community! Currently, when using the new issue view or using next-gen projects, it's not possible to sort comments. It was only possible on Classic projects with the old view: We have a feature request suggesting to add this ability on the new view: -…

Hi Scott, Thank you for reaching out to Atlassian Community! Currently, it's not possible to bulk edit or add users to groups. We have some feature requests suggesting the implementation of this ability: - https://jira.atlassian.com/browse/CLOUD-10622 - https://jira.atlassian.com/browse/ID-126 -…

Laurie, we tried to replicate this issue on two different instances but we couldn't replicate. We will need to further investigate what is happening, so I created a ticket with our support. so if you allow, they can access the instance and check the details in order to find what is causing this. You should have received an…

Hi AbyzovaAV, workarounds are always welcome! Feel free to share here to help other community members.

Hi @Omprabhu Arumugam, The customers are showing with a hash instead of usernames on the export due to the General Data Protection Regulation (GDPR) that was implemented last year. This ID is unique and it replaced the username that is not used in Atlassian Cloud anymore. For more information about usernames and GDPR,…

Hi @cg_eoneill, I found two other bugs related to this issue, but it's BitBucket and Jira Server. - https://jira.atlassian.com/browse/JSWSERVER-15812 - https://jira.atlassian.com/browse/JSWSERVER-20117 Can you please let us know what Jira version you are using? Then we can try to replicate this issue here to check if it's…

Hi there, Welcome to Atlassian Community! Currently, only the org admin can add another org admin. I was able to check that his/her account was already deleted because it does not show for me any org admin. Since we need to confirm some private information like billing and technical account of the instance, I created a…

Hi Mandouh, To add a restriction between the start and end date you can add a Validator in the workflow, then if the customer selects the start date 1/Aug/2019 the limit for end date will be 31/Jul/2020. Please, go to the Project settings > Workflows > Select to edit the desired workflow > Select the diagram mode and…

Hi Christopher, Thank you for reaching out to Atlassian Community! As per your description, it seems that this user is already logged in and due to cache and cookies they are being redirected to the wrong instance. Can you ask this user to copy the link from the invite and paste on an incognito window to check if it will…

Hi Greg, Thank you for reaching out to Atlassian Community! You can find reports directly when you go to the Service Desk projects: If that's not what you need, can you please give us more details about the issue you are facing? Regards, Angélica

Hello Judy, Welcome to Atlassian Community! Currently, the new view does not have the functionality to show only the attachments of the current ticket, it will show all the recent attachments that you used. We have a feature request suggesting the implementation of this ability: -…

Hi Darin, I saw that you created a ticket with our support related to the same question and it was already resolved. In case other community members have the same question, I will share here the article that helped you to fix the issue: - How to use a JDK or JRE exclusively on JIRA Regards, Angélica

Hi Tom, When a customer creates a ticket via email and their account is created, for the first access, they will have to create their password and add the full name. If the invitation email is disabled, when they access the portal for the first time, they will have to reset the password in order to log in. For Jira to…