Angélica Luz Atlassian Team

Hi Raphael, The best option, in this case, is to go to Project Settings > Customer permissions > Who can access the portal and send requests to Service Desk? > Anyone with an account on https://xxxxxx.atlassian.net > Save. When you save this configuration, customers will be automatically added to the project, so you must…

Hi John, That's correct. Only those who were added to the default groups, like jira-servicedesk-users, jira-software-users, jira-core-users, confluence-users will count as a license. Regards, Angélica

Hi Prashant, It's possible to set a validator in the workflow, so if the customer chooses "Today" it will show an error. Please, go to the Project settings > Workflows > Select to edit the desired workflow > Select the Diagram view > Click on the transition "Create issue" > Validators. On the next page, click "Add…

Hi Ajay, Currently, it's not possible to force the change of status while moving an issue. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-5159 Please, click on vote and watch to receive updates about the feature. As per our documentation "Moving an…

Hello Sarah, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to hide or archive projects. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-1450 Please, click on vote and watch in order to hear about updates on the…

Hi Oleksandr, The release notes are not customizable, we can only generate the notes, but we can't edit. Regards, Angélica

Hi Joel, As per on our Implementation of New Features Policy, we don't publish specific release dates, so we don't know when this feature will be implemented. Please, watch the feature, so any update from our dev team you will receive a notification. Regards, Angélica

Hi Peter, Since Atlassian account was introduced in 2017, administrators can no longer change users' email. Now, only the user can change their own email on id.atlassian.com. With the new site administration UI, you can suggest changes, but it's up to the user to change the email or not. A workaround for that would be a…

Hi Rodrigo, Currently, Jira Service Desk does not have a native app. We only have the Jira app which only licensed users can use to view and work on issues. Customers have the option to use only the portal through the browser. We have a feature request suggesting the creation of an app specific for Service Desk: -…

Hi Anupam, Welcome to Atlassian Community! To check what may be causing the issue, let's see what the email log shows. Please, go to Jira Settings > Products > Email requests. Click on "View log" for the affected email and then "Processing log". On this page, it will show if there were failures and the reason. Please, let…

Hi Geno, Thank you for sharing the resolution with us. Hope you have a great day! Regards, Angélica

Hi Nikolai Thank you for sharing the resolution with us. Hope you have a great day! Regards, Angélica

Hi Devaprakash, Thank you for sharing the resolution with us. Hope you have a great day! Regards, Angélica

Hi Janine, The option to add icons to options for custom fields is not currently available for Jira. We had a feature request for Jira Server suggesting this, but it got opened for almost 8 years with zero votes. If you need to add more priorities, it's possible to add and edit the system priorities. Please, go to Jira…

Hi Bhisham, Sure, no problem, we are here to help! 1. Find Help & Services -- It should be linked with Confluence Knowledge Base. I don't have Confluence so I want to remove this. - On this field, we can find articles and also request types. It's not possible to remove or hide. We have a feature request suggesting this: -…

Hi Keith, You can check our article for more detailed information about why community shows your full name: - Usernames, privacy, alter egos, and you Will removing my account from Community prevent me from getting help when I need it? - No, you just need to create a new account with an email that you don't use on another…

Hi Richard, Next-gen projects are default and the only option for users without admin access. So, if all users are only on the default groups, they won't be able to create the classic ones. It's not possible to prevent administrators to create classic projects. Regards, Angélica

Hi Abbe, Currently, it's not possible to backup next-gen projects because server does not have such functionality. We have a feature request suggesting the release of next-gen for server: - https://jira.atlassian.com/browse/JRASERVER-68153 Please, click on vote and watch to receive updates about the feature. Regards,…

Hi Herminia, Welcome to Atlassian Community! Currently, it's not possible to add sub-tasks to sprint. You can find more information in our documentation: - Adding issues to a sprint We also have a feature request suggesting the implementation of the ability to add sub-tasks in a sprint: -…

Hi shwetha, 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. Regards, Angélica

Hi Dan, When we create a service desk project and add customers to the project, they will be able to access all request types that are visible in the customer portal. The issue security is not able to limit the access for each request type. In this case, the better option would be having a project for HR and a project for…

Hi Lois, Users that you have to pay for are only those that were added to the groups that give access to the products. So, if users are not in the groups that have the label "DEFAULT ACCESS GROUP" (Site administration > Product access), they won't count as a license. Regards, Angélica

Hello there, Currently, it's not possible to edit the footer in the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-2169 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Cat, Welcome to Atlassian Community! Just for further clarification about the issue, I'll make some questions: Is it happening with all customers? When did this issue start? What mail client are they using? (I tested using Gmail and it works normally on my test instance) Can you please test sending an email to check if…

Customers can have an internal account, they will show as users, but if you don't add any group to their profiles, they won't count as a licensed user. If a customer is an internal user without any groups, the only difference is that they will log in using the same link as a licensed user (domain.atlassian.net), but as…

Hi Irma, Yes, it's possible to add multi-line text fields in the customer portal. I understood that you would like to add this field but with a sample text inside the field for the customer to know what they need to add in the field. It's not possible to add this sample text, but you can add the field and the help field…

Hi Yolanda, It's possible to change the date format by going to Jira settings > System > Look and feel > Date/time formats. Please, give a try and let us know how it goes. Regards, Angélica

Hi Niruban, It's possible to add a list of approvers based on groups, so only people added to a specific group will appear for customers to choose in the customer portal. Please, follow the steps of the article below: - How to add a specific list of approvers Regards, Angélica

You are always welcome Dean! If you have any other question, please count on us. Hope you have a great day. Regards, Angélica

Hi Koninklijk, Currently, Jira Cloud does not have the option to import a single project from another instance and also it's not possible to create a backup on Jira Server with only one project. In this case, it's necessary to create a full backup of your server instance and then import on Jira Cloud (if there is data on…