Angélica Luz Atlassian Team

Hi Robert, I was able to check that instances that have Jira Service Desk received the update about batching notifications, but then it was removed. Here is the detailed explanation for that: As soon as an event that should send a notification was triggered, Jira would create a buffer of 3 minutes, in which all the other…

Hi Dierk, It looks like you're running into an existing bug that affects Jira Service Desk 4.2: - https://jira.atlassian.com/browse/JSDSERVER-6396 This bug also affects other fields on Jira 8.2.0: - https://jira.atlassian.com/browse/JRASERVER-69388 Please be sure to watch it, so that you are notified when this is fixed in…

Hi Simon, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JRACLOUD-72230 Please be sure to watch it, so that you are notified when this is fixed in a future release. Regards, Angélica

Hi Robert, Thank you for reaching out to Atlassian Community! Currently, it's not possible to customize how the ticket appears on Confluence. If you copy the URL and paste on the page it will show Issue type icon, issue key, summary and status. If you copy only the issue key it will only show the issue key. In this case,…

Hi Marcel, On Business projects, it's not possible to use the board when it has multiple workflows because the board doesn't know which workflow to show. If you want to use the board, you will have to set only one workflow, otherwise, you will have to transition tickets by changing the status directly in the ticket. We…

Hi Ramji, Thank you for reaching out to Atlassian Community! Currently, it's not possible to set add-ons to automatically update because some add-ons also require paid updates which would charge the user responsible for that. We have a feature request suggesting the implementation of the ability to set automatic update for…

Hi Steve, I saw that you created a ticket with our support related to the same question, 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, feel free to share the resolution…

Hi Nancy, Welcome to Atlassian Community! Just for a better understanding of the issue, you are facing, help us understand more into what you're asking. What type of project you are using? Is it classic or next-gen? What is the affected screen? Is it the create, view or edit? Usually, for next-gen the field attachment is…

Hi Pus, Welcome to Atlassian Community! Currently, the issue layout cannot be shared between projects, we have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-71630 Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hi André, Welcome to Atlassian Community! As per I could understand, you can create tasks correctly on Next-gen projects but not on Classic projects, is that correct? Would it be possible to send us a screenshot of the screen that is not showing the project? Also, please go to the Project settings for the affected project…

Hi Rohit, The user picker custom field is used only to select a user/customer on a ticket, this field does not generate a notification for the person that is selected. The only user picker fields that do generate a notification on Service Desk are participants and approvers and currently, the field Participants is not…

Hi Eduardo, Welcome to Atlassian Community! There are three settings that can make the notification format change even if the renderer is set as Wiki-Style. Please, check the configurations below to confirm if it's set to HTML: 1 - Profile Click on your Profile picture > Personal settings > Email notifications format > Set…

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

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

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

Hi there, Apero CAS it not currently one of the supported identity providers, it means that there is no official documentation from Atlassian with instructions to set-up Apero CAS, but you can try to integrate by following the steps of the documentation below: - SAML single sign-on Note that, the SSO only works for…

Can you give us more details about what is designable? As per I could understand, you need the SLA to be reset when a ticket is moved from a project to another. If it's not that, please give us more information so we can check how can we do this or a workaround.

Hi Raj, Currently, there is no gadget for Cycle time. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-9012 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Matt, As this question is from December, many things have changed since then and now it's already possible to reorder fields on next-gen. Please, go to the Project settings > Issue types > Select an issue type and after reordering the fields, click on Save changes. Regards, Angélica

Hi Christos, Currently, it's not possible to add more option in the User type on Automation. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4010 In this case, I would suggest the add-on Automation for Jira. There are the paid version and the free…

Hi Shaikh, When it comes to internal users only, admins will have to add manually the users to the project on the People's page. To restrict the project to internal users, please go to Project settings > Customer permissions > Who can access the portal and send requests to XXXXX? > Customers my team adds to the project,…

Hi Jary, Thank you for reaching out to Atlassian Community! On the Confluence side it looks correctly, so let's check the settings on Service Desk. Please, go to Project settings > Knowledge base > Access > and select the option Everyone with access to your service desk can read articles without a Confluence license. Also,…

Hello David, Welcome to Atlassian Community! Currently, it's not possible to integrate the customer portal with Google or any other SSO. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-630 Please, click on vote and watch in order to hear about updates on…

Hi everyone, The change of the Epic to Parent issue occurred due to the release of Sub-Tasks and Jira Software Premium. It was changed because it could be confusing if you change the parent issue of a sub-tasks or to manage the hierarchy (which is a feature from JSW premium) and assign the issue to a different issue type…

I sent a message to the team responsible for that to confirm when it will be implemented to all instances and as soon as I get a response, I'll let you know. 

Hi @Pall, I tried to replicate the issue, but it worked normally. Would it be possible to send us a screenshot of the issue? What type of project are you using? Are you mentioning an internal user or a customer? The expected behaviour is to show only the full name after posting the comment. On the bug mentioned above, on…

Hi John, Welcome to Atlassian Community! I saw that you created a ticket with our Product Advocates about the same question and they are already helping you. For now, Jira Service Desk has three templates, but you can customize it with custom fields and request types to get the information you need for each of the groups.…

Hi Dean, I saw that you created a ticket with our support related to the same question, 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, feel free to share the resolution…

Hi Randy, I saw that you created a ticket with our support related to the same question and they are already helping you with this request. Once the ticket is resolved, feel free to share the resolution here to help other community members that may have the same question. Regards, Angélica

Hi Tang, Thank you for reaching out to Atlassian Community! I'm not sure if I understood correctly, so I would like to clarify if you want to export users or customers because you mentioned about the customer portal and in the portal, it's not possible to export users. If you want to export customers, you must go to…