Angélica Luz Atlassian Team

Hi George, Welcome to Atlassian Community! Just to better understand the issue, are you the only user facing this issue? If you access other users profile, do you face the same issue? The link that you added on the description is only accessible by internal users, so we can't replicate the issue. If possible send us a…

Hi Victor, I saw that you created a ticket with our support related to the same question and there is a feature request suggesting to add Chinese to Cloud products: - https://jira.atlassian.com/browse/CLOUD-7692 Regards, Angélica

Hello Rich, Welcome to Atlassian Community! There are many differences between features and design in Jira Server and Cloud. Cloud has many features that Server doesn't have and vice-versa and for automation, this is not different. Service Desk Cloud has more options and it's easier to create automation rules. You can find…

Hi Monica, 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 Uriel, It's possible to set users to see specific issues, but in this case, it won't use the field "Reporter", you must manually set who will see the ticket. This process is manual because it's not Issue security. You can check more details below: - How to allow a user to see specific tickets w/o issue security Hope…

Hi Bhisham, 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 Filali, Welcome to Atlassian Community! Firstly, I would like to know if you are using Jira Cloud or Server because the settings for each version is different. Also, for us to better understand what is happening, can you please share with us what emails you are receiving? Regards, Angélica

Hi Daniel, Just for us to better understand and help you with this issue, can you please share with us a screenshot of what do you see when you go to: - beside the Customer channel icon in the right hand navigation - beside the Customize button in the help center view Those are the two options where we can opt-in for the…

Hi Michael, Thank you for the details. I was able to replicate the issue on my local environment and created a bug for our dev team to check. - https://jira.atlassian.com/browse/JRACLOUD-71900 Please, click on vote and watch to receive updates about the bug. The workaround, for now, is to use the old view. You can disable…

Hi Jaime, I created a report using the same steps as you and it works correctly. I closed the tickets for three different assignees and added each one as a series: To create only one series with all assignees you must use: assignee in(user1, user2, user3) Actually, you can do this to test, after adding three series, one…

Hi Liam, I found a bug that might be related to the issue you are facing. You are actually using Jira Server and not Cloud. Please, check the description of the bug below to see if it fits with the issue you are facing and apply the workaround to fix the issue: - https://jira.atlassian.com/browse/JSWSERVER-13650 Regards,…

Hi Umair, For a request type to be valid for email requests it's necessary to have the fields Summary and Description visible. To fix that, please go to the Project settings > Request types > Select the request type that has a label "Email" > Edit fields. Then you must check if the Description is shown and if not, you can…

Olá Rogério, A configuração irá depender de qual projeto você está usando. Se for um projeto clássico de Software ou Service Desk, a configuração fica em Project settings > Notifications. Se for um projeto next-gen, atualmente não é possível fazer alterações. Temos uma feature relacionada a isso: -…

Hi Nick, To make a private service desk project you must go to the Project settings > Customer permissions > Who can access the portal and send requests to Service Desk? > Customers my team adds to the project > Save. It means that admins will need to add manually the internal users to this project and only who are added…

As you already cancelled the subscription, we must wait for the data to be automatically deleted by Atlassian. Now, you can go to my.atlassian.com and add another email, it can be your personal email or you can create a new one, just to make it the mail billing and technical, so it will free your email and you will be able…

Hi @GOPI KRISHNA, The status remains the same, the feature is not available for next-gen projects yet. You can contact Zephyr support, they must have some information about the plans to implement this feature. Regards, Angélica

Hi Devlin, Thank you for your feedback. We really understand your thoughts about how we prioritize bugs and features because we do have features opened more than 10 years. All features are on jira.atlassian.com waiting for a chance to be implemented, there is nothing to hide. For more details we about how are features…

Hi Harold, It usually happens when the self sign-up is enabled or someone added them as users but didn't deactivate their customer account first. If you go to their profile, you can see the option to migrate their accounts to Atlassian Account. Using this option, their customer account will be automatically set as…

For customers to be able to find articles in the customer portal, you need to link the Confluence space to this project, so all pages from this specific space will be available for customers to search. Just to make sure that we are on the same page, when you say Public website, you mean the Customer portal? Where are you…

Hi Miguel, We had an update yesterday on https://jira.atlassian.com/browse/CLOUD-7184 and soon it will be possible to change the URL domain. Please, be sure to watch the ticket for more updates. Regards, Angélica

Just to make sure that we are on the same page, I'll post here the steps for adding a specific list of users on a user picker field: * Create a group on user management and add the users that you want customers to be able to select. * Create a custom field "User Picker (single user)". * Add the field to the necessary…

Hi, just to make sure that we are on the same page, when you say roll the backup it means an import? Are you installing Service Desk before creating a new backup?

It looks like these emails are related to automation, so when the automation runs, it will show as if Simon had updated the ticket. This information can be found in Project settings > Automation. These are the two options that may be generating notifications on Simon's behalf. You can change it to another user that has a…

Hi Josh, I confirmed with our dev team that there is no countdown to unlock the account, but there is a workaround for that, I've tested here using an email that does not exist and it works. To apply this workaround we will have to access your instance, so I created a ticket with our support. As the ticket is private, then…

Hi Ryan, For Jira Service Desk, it's possible to use a custom email address where you can add an email of a domain you own. You can find more details on the documentation below: - Receiving requests by email Also, you can change the project email that is the email address that customers receive notification. For further…

Hello Jamie, Welcome to Atlassian Community! Currently, Jira doesn't have the functionality to show or hide fields based on other fields. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4054 Please, click on vote and watch in order to hear about updates…

Hello Steve, Currently, it's not possible to reorder reports in Jira Service Desk. 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 development cycle. Regards, Angélica

Hi Josh, Just to give you an update that I'm checking with the dev team if there is any countdown for the locked accounts because I didn't find this information on our documentation. I'll post here as soon as I get a response. Regards, Angélica

Hello Ariane, Currently, when inviting customers they will be added as trusted. We have a feature request suggesting the implementation of the ability to choose this option during the invite: - https://jira.atlassian.com/browse/ID-6769 Please, click on vote and watch in order to hear about updates on the development cycle.…

Hi David, If the account you are trying to delete is your own account, I was able to check that you are the Billing and also the main Technical contact of your Cloud instance, that's why it's not possible to delete. You must go to my.atlassian.com and add another admin as the Billing and main Technical contact of your…