Angélica Luz Atlassian Team

Olá @wtavares, Obrigada por entrar em contato com o Atlassian Community! Verifiquei que você criou um ticket com o nosso suporte relacionado a essa pergunta e já estão te ajudando a resolver essa questão. Para evitar qualquer mal entendido por tratar a mesma questão em duas plataformas diferentes, iremos focar no ticket.…

Hello @Mathias HD, Thank you for reaching out to Atlassian Community! On the customer portal, currently, the attachments are only visible on the comments. It’s not possible to show the attachments on a separate section the same as the agent view. There are feature requests suggesting improvements for that: Attachments in…

Thank you for the details, @Attila Salánki. You posted the question on this thread that was related to Jira Cloud, but you are using Server and I posted a workaround to send reminder for approvers. The screenshot you shared is related to the customer notification and it will be sent when an approval is required based on…

Hello @Fahad Qureshi, Welcome to the Atlassian Community! I saw that our customer advocates already helped with your request and Jira Software is already active again. You did it right in creating the ticket since here from community we don’t have access to activate a product on a site, we could just escalate the ticket to…

Hello @Cory, Welcome to the Atlassian Community! Testing on my local site, it works normally when linking a Confluence space to a Software project, and it’s not necessary to link Jira on “Integrations” on Confluence. According to your second screenshot, there are no Pages on your Confluence space. Note that, on Software…

Hello @Helper, Welcome to the Atlassian Community! If you are using GSuite and then change to Azure, the only impact is that users will have to use the “Continue with Google” option or use email and password to log in while you don’t configure SAML with AD. Also, as an Org administrator, you won’t be able to manage their…

Hello @Guilherme Avanci, Welcome to the Atlassian Community! When it comes to using multiple boards, currently, it’s only possible to use it on company-managed projects. On team-managed projects, since it’s an independent project, you can only use the board created in the project, it’s not possible to link a new one. What…

Hello @Benoit, Thank you for reaching out to Atlassian Community! The steps to bulk change organizations on Jira Server are basically the same as the Cloud version. I tested here on Jira v8.15.0 and Jira Service Management v4.15.0. To bulk share tickets with an Organization, go to Issues > Search for issues > Filter the…

Hi Wayde, It's possible to invite customers, add/remove them from projects and organizations, but currently, there is no endpoint to delete or revoke their access to the portal. There is a feature request suggesting this option: * REST API endpoint to delete customer account Please, click on vote and also watch to receive…

Hello @Jurgen van Arragon, Welcome to the Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if you are talking about ${event.user.name} added to the customer notifications: I’m asking because testing on my local site, the variable is available and working as expected. Note that,…

Hello @kanata_naka, Welcome to the Atlassian Community! I saw that you upgraded your Confluence from Free to Standard. With this said, please, raise a support ticket on support.atlassian.com/contact so our Confluence team can check and enable the legacy editor if necessary. Kind regards, Angélica

Hello @Marko Fazekas, Welcome to the Atlassian Community! On Jira Service Management, when a customer creates a ticket, they will receive a notification, and then, they need to reply using the exact same email address for it to be added as a comment. The notification contains the issue key and that’s also necessary to…

Hello @[deleted], Welcome to the Atlassian Community! When it comes to login options, currently, it’s not possible to edit the login page to remove or add authentication methods. There is a feature request suggesting this option: Ability to manage login options Please, click on vote and also watch to receive updates about…

Hi @Jacques Steyn, I sent them a message asking them to check your ticket and mentioned that Jira Service Management is suspended, so they can help you with the reactivation. Kind regards, Angélica

Hello @Ellie Bellemans, Thank you for reaching out to Community! The Request language field is automatically filled based on the browser’s language or the one the customer selects in their profile on the customer portal. That’s why when adding the field to the request form, it will be hidden and it’s not possible to set a…

Olá Vanessa, Obrigada por fazer os testes. Nesse caso é esperado que retorne o erro, pois é necessário estar logado no portal para visualizar os anexos e os artigos. O que pode estar acontecendo também é que o cliente use algum email client, como o Outlook, por exemplo, onde se pode usar mais de uma conta de email, então…

Hi Wayde, Thank you for all the details. Testing here, we were able to find an automation rule that would allow the manager to create a ticket in order to add the customer (create their account) and add them to an organization by selecting it using a custom field. Note that, when a customer is created via automation or…

Hello @Attila Salánki, Thanks for reaching out to Community! The filter subscriptions are based on the saved filter and it will send a notification based on the JQL. In this case, it would be necessary to create two filters: one of them that returns all tickets where you need users to receive a notification, so you create…

Hello @Brandon Rosadio, Thank you for reaching out to Atlassian Community! When selecting the Request type of the email channel, it’s important that only the Summary and Description fields are set as required and any other field must be optional. This is because, on the email, the sender can only add the Subject and Body…

Hello @Nick Savage, Thank you for reaching out to Atlassian Community! It’s possible to migrate issues between team-managed and company-managed Service Management projects. The instructions and the details you need to check is from the first link you added: Migrate between team-managed and company-managed projects…

Hello @Milo Tuck, Welcome to the Atlassian Community! When it comes to smart links, currently, it’s not possible to select a default format for the links added to the description or comments. There is a feature request suggesting the ability to disable this option: Option to Disable Smart Links For Non-Atlassian Products…

​​Hello @yousuf786, Welcome to the Atlassian Community! 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 on two different platforms, let's focus on the…

Thank you for the details, Lisa. When a customer selects the organization when creating a ticket or when you as an agent/admin create a ticket on their behalf and select the organization, it has the same result: all customers under the organization will receive a notification informing them that the ticket was shared.…

Thank you for the details, @smorhaim. I’m afraid to say that it won’t be possible. Customers’ accounts are stored locally in Jira, they don’t have an Atlassian account by default, so they need to log in to the portal to view the tickets they created. The portal can be login-free, they can create tickets without logging in,…

Hello @Wayde Guedes, Thank you for reaching out to Atlassian Community! For clarification to ensure I understand what you are asking, I would like you to clarify some details. The customer should have the ability to choose the organization their user gets added to, even if they are not in the organization themselves. Would…

Hello @QwertyCody, Welcome to the Atlassian Community! This error might be related to the default group that gives permissions to the product. In this case, before adding new users, please, go to Cog icon > User management > Product access and confirm if Jira Software and Confluence has a “Default access group”. If not,…

Hello @smorhaim, Thank you for reaching out to Atlassian Community! Just for a better understanding and also to provide the correct information here, we would need more details about how your app is communicating with Jira. Will your app redirect customers to log in to the portal or redirect internal licensed users to log…

Hello @Katherine Lisman, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that you are a site administrator of a Standard site and also the billing contact. With this said, if you can't access Jira using the credentials of the previous Org admin, please, create a ticket with…

Hi @Jacques Steyn, I would suggest creating a ticket with our customer advocates, but I saw you already did. They are the best team to help you with questions regarding billing and product reactivation. Kind regards, Angélica

Hello @Camilo Ruiz Vargas, Welcome to the Atlassian Community! As mentioned by Carlos, it’s not possible to configure outgoing mail on Jira Cloud. There is a feature request suggesting the implementation of this ability: Allow custom outgoing mail handlers in Cloud In this case, what can be done is to allow Jira to send…