Angélica Luz Atlassian Team

Hi Andy, Welcome to Atlassian Community! 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,…

Hi Wening, Welcome to Atlassian Community! I saw that you created a ticket with our support and the issue was resolved by resetting the 2FA through an email that the engineer sent to you. If you have any other question, please count on us! Regards, Angélica

Thank you for the information. For customers to create their own accounts, please go to Jira settings > Products > Configuration > Can customers create their own accounts? > Yes, by signing up or sending a request. After that, you must check each service desk project to make sure that the customer permission is correct.…

Hi Luciano, Thank you for reaching out to Atlassian Community! 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. Feel free…

Hi Mikhail, Just for us to better understand and help you with this issue, I would like to make some questions: Are you using Jira Server or Cloud? What is the type of project (Service Desk, Software, Business)? If it's Server, what is the version? If it's Cloud, is it a next-gen or classic project? Is it happening on…

Hi Laurens, Thank you for all the details. I was able to find that this issue is related to a bug reported weeks ago. There is a bug specific for Service Desk and another one that affects some fields on Software but also mention about Service Desk: - https://jira.atlassian.com/browse/JSDSERVER-6396 -…

Hi Andy, Welcome to Atlassian Community! Just for us to better help you with this issue, I would like to know if it's possible to send us the Jira Logs. With these logs, we can find what is blocking the project from being created. Please, send us any logs that were registered in the time that the issue happened, mainly…

Hi Ayush, Thank you for the details. For a project to be restricted, even if the "Can customers create their own accounts?" is active, you must change a setting directly in the project. On each project you need to restrict the access, please go to Project settings > Customer permissions > Who can access the portal and send…

Thank for the details and screenshots. On my test instance, the only difference is that there is another add-on for GitHub: Create GitHub Branches from Jira. This is a free app, can you please install and let us know if the Development panel appears?

Hi Gonzalo, Welcome to Atlassian Community! It's possible to set a project to a few customers, for that you must change some settings. Please, go to the Project settings > Customer permissions > Who can access the portal and send requests to XXXXXXX? > Customers my team adds to the project > Save. Then, on the same page,…

Hi Zohar, Just for a better understanding of the issue you are facing, I would like to make some questions. Are you using a next-gen or a classic project? Is the tab missing on the reports page or on the project settings? Can you share a screenshot with us showing where the tab was appearing before? Regards, Angélica

Hi Anik, If the project is not set for customers to create their own accounts, you can manually add the customer to the project. Please, go to the desired project and click on Customers > Add customers. Then he will receive an invitation email to finish the registration and login to the portal. Regards, Angélica

Note: This answer is outdated. The smart value changed from {{issue.comments}} to {{comment.body}}. Please, check the new answer posted on November 23 for more details. Hi Surbhi, Currently, to copy a comment from a linked issue to the main issue, it's necessary to use an add-on like Automation for Jira. There is a free…

Hi Rajashekara, Thanks for reaching out to Atlassian Community! For us to help you with this case, we need more details about the conditions that the ticket would be auto-closed. By default, the template for IT Service Desk has this SLA setting and this Automation, both work together to auto close issues: If you need help…

Hi Cody, The next-gen and new issue view is constantly changing and this was part of the latest updates. Currently, only the filter on the board and backlog still shows as Epic, but we already have a feature suggesting to change it to Parent issue: - https://jira.atlassian.com/browse/JSWCLOUD-17906 Regards, Angélica

Hi Naga, Welcome to Atlassian Community! Due to GDPR, usernames were removed for users and customers to protect their information if someday you need to delete them from the instance. If the user or customer is active, when you mention them and save the comment, it will show the full name they added on id.atlassian.com.…

Hi Dean, Currently, next-gen projects don't have issue security or permission scheme, so it's not possible to restrict this customer to see only some tickets. If you use a classic project, you can add issue security to the tickets or follow this tutorial. Related to the reports, only service desk agents can see, it means…

To share the filter to any internal users with or without a license, you can change the filter permission to "Any logged-in user" and also go to the Project Settings > Permissions and add Any logged in user to the Browse project as well. If you have some tickets that you don't want them to see on the filter, you will have…

Hi Brett, Currently, it's not possible to customize system notifications. We had a feature request suggesting the ability to customize the subject, but it was closed as "Won't do" because it had only one vote since 2011. - https://jira.atlassian.com/browse/JRACLOUD-30217 Feel free to raise a new feature request on…

Hi Michal, 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,…

Hi Shiva, Thank you for reaching out to Atlassian Community! To restrict a user to see tickets you have two options, you can use Issue security or use a custom field to give permission. Please, check the documentation and the article below for more information: - How to allow a user to see specific tickets w/o issue…

Hi Nancy, Welcome to Atlassian Community! Just to make sure that we are on the same page when you go to the search page, you can't edit your own search, is that correct? If you go to Issues and Filters > Search issues, are you able to search? Also, when you open a saved filter, if you click on the search bar, it should…

Hi Ramón, Welcome to Atlassian Community! On Jira Service Desk, the issue type is associated with a request type, that is what makes the notifications and also the ticket to appear correctly on the customer portal. When the issue type is changed, you will need to change the request type as well, otherwise, if the request…

Hello Jill, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to reorder the reports on Jira. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-7972 Please, click on vote and watch in order to hear about updates on the…

Hi there, 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 the instead. Once the ticket is…

Hi Gaby, Thank you for reaching out to Atlassian Community! I've searched for recent bugs related to Issue assigned notification but didn't find anything that could help us. Just for further clarification, is this issue happening with all agents? When did this issue start? Can you please check the audit log if there was…

Hi Mustafa, Welcome to Atlassian Community! To get the project and custom field ID, you can use our API. https://your-domain.atlassian.net/rest/api/3/project https://your-domain.atlassian.net/rest/api/3/field You just need to change the "your-domain" and paste on your browser to search. Then, search for the project name,…

Hi Melissa, The permalink is not available on the new issue view for now. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-70156 Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hi Matt, Thank you for reaching out to Atlassian Community! 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 article is about Server, but there are comments related to the Cloud version. Take your…

Hi Lukas, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JRACLOUD-72071 Please be sure to click on "This affects my team" and also to watch it, so that you are notified when this is fixed in a future release. Regards, Angélica