Angélica Luz Atlassian Team

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That's awesome! Thank you very much for sharing the resolution.

Hi Guyllaume, I saw that Steven 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 to add the resolution here once the ticket is…

Hi Agustin, Currently, it's not possible to get information from the satisfaction survey results to send a notification to customers. Our CSAT is very limited, there is not much configuration we can make. We have a feature request suggesting the implementation of this ability: -…

Hello Gavin, Welcome to Atlassian Community! Currently, it's not possible to change the renderer of the Sprint goal field. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17322 Please, click on vote and watch in order to hear about updates on the…

Hi Dhananjay, 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 to add the resolution here once the ticket is…

Hi Andrey, 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 to add the resolution here once the ticket is…

Hi Varsha, I saw that you created a ticket with our support related to the same question. Feel free to add the resolution here once the ticket is resolved to help other customers that may face the same issue. Regards, Angélica

Hi Herbert, If you want to add the request participants for agents to add, maybe the field was removed from the screen. Please, go to Jira settings > Issues > Custom fields > Search for Request participants > Click on ... > Screens > Add it to the necessary screens > Update. If that's not the case, can you please send us a…

Hi Semi, Welcome to Atlassian Community! Just to better understand the issue, how are the updates being made? Is it directly in the ticket or when someone sends a reply via email? What type of change did they make that caused the duplicate ticket? Can you check if there is any automation that may be generating new tickets?…

Hi Sergio, Welcome to Atlassian Community! Thank you for the details. I've searched here for workarounds or features, but currently, the widget is not capable to get information from the page to put on the search. As we don't have any feature for this functionality, feel free to raise one on jira.atlassian.com on the…

For Jira Service Desk Cloud we have a feature request suggesting the implementation of this functionality: - https://jira.atlassian.com/browse/JSDCLOUD-1393 Please, click on vote and watch to receive updates about the feature.

1. Yes, everyone will receive an email, but you can disable the invitation email on Project settings > Customer notifications > Disable the notification for "Customer invited". You will have to create the organizations and add them manually to each organization. I tried to create an automation using the own automation in…

Hi Kyle, Just for us to better understand and help you with this issue, can you please let us know if this issue is happening with all issues? Is it happening only on the new issue view? If you disable Jira labs on your profile page and go to Issues and filters > Search issues, does the issue also happen? Are you the only…

Hello Ann, Currently, it's not possible to set the initials as a default avatar for the entire instance. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-37543 Please, click on vote and watch in order to hear about updates on the development cycle.…

Hi Hernan, Currently, it's only the widget that Jira has to embed it on a page, but you can create your own customer portal and use our APIs to get the information to create the ticket. You can find more information on the page below: - Creating your own branded customer portal Regards, Angélica

Hi fatoumatasall, Thank you for providing the screenshot, it helped us understand what may be causing the issue. As your portal is in French, the cause may be the language support. Please, go to the Project settings > Language support and check everything that has a yellow dot. This yellow dot means that it has translation…

Hi @Adrián Sanchez I would like to give you an update about the issue that you are facing that it's actually a bug: - https://jira.atlassian.com/browse/JRACLOUD-71608 The workaround, for now, is to click on the "Show More" option and the pop-up will be loaded.

Hi James, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JRACLOUD-71608 Please be sure to watch it, so that you are notified when this is fixed in a future release. On the bug, there is a workaround that may help you. Regards, Angélica

Hello Theresa, Currently, it's not possible to get the terms customers use on the search in the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4834 Please, click on vote and watch in order to hear about updates on the development cycle.…

Hello Aleksandar, Currently, it's not possible to hide/show fields based on other fields. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-4054 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Arda, Currently, language support is only available for Jira Cloud and you are using Jira Server. We have a feature request suggesting the implementation of this functionality for Server: - https://jira.atlassian.com/browse/JSDSERVER-819 Please, click on vote and watch to receive updates about the feature. Regards,…

Thank you for the details. I meant users because the only way to restrict reporters to see specific tickets is by giving them access to the instance, in this case, making them internal users. When a customer is added to an organization, they will always have the option to open a private or a shared request, it's not…

I was able to check that last year you contacted our Customer Advocates asking to delete your account to associate it with the right email, due to that, your account (the same email you are using here in community) was deactivated. May we activate the account again?

Hi Michał, For tickets created by email, customers can only add the summary, description and attachments. For now, only summary and description can be set as required and any other field must be optional since customers can't select options for other customs fields through email. The priority for emails will be the default…

Hi Stefan, If you need to have a restrict project, the correct setting is the one you mentioned: Can customers create their own accounts? No, only my team can create accounts. 1. Create the customers that I already know should have access? The best option to transfer the salesforce customers is by copying all their emails…

Hi Danilo, Thank you for reporting this issue to us, I was able to replicate the same behaviour on my test instance and validated that it only happens when using the new issue view. Based on that, I created a bug for our dev team to check: - https://jira.atlassian.com/browse/JRACLOUD-71950 Please, click on vote and watch…

Hi David, Currently, Jira Service Desk only pulls email from the inbox and it's not possible to set a label or another folder for Jira to read and create tickets, that's why is important to use an email only to receive requests and that no one has access (since if someone reads the email before Jira, the ticket won't be…

Hi Chethan, This issue is related to the outgoing email format. Please, go to System > Default user preferences and check if the email format is set as text. If so, change to HTML. Another setting that may cause this is the HTML email parsing. Go to Applications > Email requests > HTML email parsing. Also, on your profile…

Hi Christel, 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 to post the resolution here once the ticket is…