Angélica Luz Atlassian Team

Cristian, To further investigate this issue, I'll create a ticket with our support, so we can access your instance and check everything that happens when we try to export. It is taking more than 60 seconds to finish the request, that's why the error 504 appears and the CSV is not generated. We were able to find some logs,…

Hi Ethan, Welcome to Atlassian Community! Currently, customers need to login to the portal in order to see the tickets. Even if they create a ticket without logging in, if they want to check the status or read all the details, they will have to log in. If they could do that, then other people would also be able to see the…

Hi Michael, Welcome to Atlassian Community! In order to better help you with this case, we need more details about your questions. I'm not sure if I understood correctly, would you like agents to create bugs via email or if a customer creates a ticket through email the agent will have to create a second ticket as a bug?…

Hi Faazel. Welcome to Atlassian Community! When we add customers to an organization, they will be able to see tickets that were shared with the organization and whenever they create a ticket they will have the option to share, the only way to remove this permission is by removing the customers from the organization We have…

Hi Richard, Customers that appear only on Customers' page are the ones that are originally from other project and it also means that the project you need to remove them is open to "Anyone with an account on xxxxxxx.atlassian.net". So, let's say that you have 3 Service Desk projects with 100 customers each, two are closed…

Hi Marcin, The workload, the same as satisfaction, requests deflected and resolved are system reports, so it's not possible to edit the JQL or customize it. You can find more details on the documentation below: - What are default reports? Regards, Angélica

Hi Robert, Welcome to Atlassian Community! I saw on the ticket that you created with our product advocates that you were able to set up Atlassian access and enabled SSO. If you have any other question, please let us know. Regards, Angélica

Hi Alistair, Currently, without Atlassian access, the feature that you will have access is only to manage user accounts. You can see the list of what changes you can make on their accounts on the documentation below: - Make changes to a managed user account The password policy is an Atlassian access feature and without it,…

Hi Rahul, Just to make sure we are on the same page, I would like to know if you have access to the Project settings. Are you the administrator of this project? If possible, send us a screenshot of the left sidebar for us to see what options appear for you. Regards, Angélica

Hi Dean, When you have a service desk project, automatically it will have a customer portal for them to create tickets. 1 - If this vendor is a customer, they will be able to see only the tickets they created and also tickets where they are a participant or if it's shared with the organization. They won't be able to see…

Hi Marcia, To edit fields using the new issue view you just need to click on the fields that you need to change the value. If you face any issue, please let us know. Regards, Angélica

Hi Nick, Thank you for reporting this issue to us. I was able to see this issue on my test instance on three screens: 1 - Custom fields > Click on Configure for any field > Edit configuration > Choose applicable issue types. 2 - Request types on a Service Desk project. 3 - Backlog of a Scrum classic project. I created a…

Hello Eddy, Currently, the Issue layout is available only for Jira Software projects. We have a feature request suggesting the implementation of this ability for Service Desk: - https://jira.atlassian.com/browse/JSDCLOUD-7871 Please, click on vote and watch in order to hear about updates on the development cycle. To change…

Hi José, Welcome to Atlassian Community! Currently, the notification doesn't have the option to transition issue,. We have a feature request suggesting the implementation of this ability, that would allow, in this case, to close the ticket through email: - https://jira.atlassian.com/browse/JSDCLOUD-8043 Please, click on…

Hi Tim, Currently, when using the new issue view it's not possible to add fields under the description, this is only possible using the old view. There is a feature request suggesting to add this option for the new issue view: - https://jira.atlassian.com/browse/JSWCLOUD-17999 Please, click on vote and watch in order to…

Hi Alejandro, Welcome to Atlassian Community! The default report SLA Goals has been deprecated and is no longer available in Jira. To replace this report, the new projects now have "SLA success rate" that uses "% met" custom report series that shows the success rate of SLA metrics and goals. On this new report, you can…

Hi Abul, 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 the domain verification in order to change the project email. With that said, let's focus on the ticket to avoid any misunderstanding of talking about the same matter…

Thanks for sharing Amith, the support team will be able to check your instance and all the settings. I found a bug that may be related to the issue you are facing: - https://jira.atlassian.com/browse/JRACLOUD-69971 Let's wait for the support team to check the issue to confirm what is causing this and once it's resolved,…

I and other teammates tried to replicate the issue following the same steps, clicking outside of the comment box and uploading the file also works on our instances. As the last test, can you please open the developer tools on your browser and follow the steps again to check if it shows an error when you try to save the…

When an agent does not receive system notification, there are four reasons: * The agent is the issue reporter. * The agent is a request participant on the ticket. * The agent is a member of the organization which the ticket is shared with. * The agent is an approver of the request. We already know that they are not a…

Hello Lachlan, This issue is related to the value for the field jira.text.field.character.limit and currently, it's not possible to change the value to increase the character limit in Jira Cloud. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-63007…

Hi Ibnu, Welcome to Atlassian Community! This issue usually appears when you don't have a license for the product you are trying to access, for example, if someone adds a license for Confluence only, if you access Jira you will see this message. Can you please go to Administration > Users and check if your profile has…

Hello Enis, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to set an SLA based on a date custom field. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-81 Please, click on vote and watch in order to hear about…

Hello Justin, Welcome to Atlassian Community! Currently, the Cumulative Flow Diagram report is being developed for next-gen, so we don't know when the burndown will be implemented because is not on the roadmap for now. We don't have feature request suggesting the implementation for burndown charts, but we also don't have…

The last two features that I shared are still open, so if you are logged in you should have the option to click on "Vote". Can you test using the incognito window?

Hi Amith, Are you using Outlook as your mail client? Have you checked all the settings on the outlook side? Can you test sending a test email using Gmail, for example? Regards, Angélica

Hi Connie, Welcome to Atlassian Community! Currently, the new issue view doesn't have the functionality to export issues. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-71111 Please, click on vote and watch in order to hear about updates on the…

Hi Tibor, I saw that you created a ticket with our support related to the same question and they are already helping you, 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,…

Hello Robert, Currently, it's not possible to export and import templates. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/CONFCLOUD-30778 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hello Jessie, Currently, it's not possible to customize the CSAT survey to add more questions. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4534 Please, click on vote and watch in order to hear about updates on the development cycle. I've searched for…