Angélica Luz Atlassian Team

Hi Esther, When a Service Desk is closed, only customers where the request was shared with will be able to see or reply to the ticket, so even if we set an automation, if the supervisor does not have an account and they were not added as a participant on the ticket, the comment will not be added. So, for someone to see and…

If you are using the same Atlassian Account that you use on your instance, it will pull the information from id.atlassian.com, it means that you used the same account to log in on Community. We can disable your community account, it won't affect your access to any other Atlassian product, then when you have a question…

Hello Bánki, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to share the ticket with the organization through the widget. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-6110 Please, click on vote and watch in order…

Hi @Matt and @Melanie Pasztor Our dev team has updated two documentation with the right information about the banner. - Configuring the customer portal - Customize the help center Regards, Angélica

Hi Christopher, We had a major issue on next-gen projects yesterday but the issue was resolved. Can you please let us know if everything is working as expected? If you face any issue or have any other question, please let us know. Regards, Angélica

Olá Malu, Só para entender melhor o problema, o agente e o cliente recebem a notificação normalmente, mas sem o comentário, seria isso? Se possível nos envie um print da notificação que eles recebem. Se não for isso que está acontecendo, por favor nos envie mais detalhes sobre o problema. Isso sempre ocorreu ou foi após…

Hi Wilhelm, After SAML is properly set up, users will have to access XXXXX.atlassian.net and add the email, then the system will verify if it's a verified domain and if it's associated with an identity provider and it will redirect to the SSO login page. Regards, Angélica

If the field is not visible, maybe it was not added to the screen. Please, go to the Project settings > Issue types > Select the desired issue type and add the field. It should be on the "Previously created fields", so just drag and drop on the Primary Fields and save the changes.

Hi Joshua, Currently, the option to search for issues associated with an Epic is not available for next-gen. We have a feature request suggesting the implementation for this ability which is on the status "Awaiting Development": - https://jira.atlassian.com/browse/JSWCLOUD-17239 Please, click on vote and watch to receive…

Hi Danny, Currently, it's not possible to see Epic information from next-gen projects. It affects not only Epic name but also color, link and status. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17479 Please, click on vote and watch to receive updates…

Hi Niruban and welcome to Atlassian Community! To create a private project, you need to make sure that the permissions are set correctly. Please, go to Project settings > Customer permissions and set as below: To give you more details about these options: Customers my team adds to the project - This means that nobody…

Hi Bethany, The priority can be changed directly on the ticket, the field shouldn't be blocked even if there is a default value. If you click to open the ticket, it can be on a board or backlog, you should be able to click on the priority to show the options: If you are not able to see the options, can you please let us…

Hi Keith, Thanks for reaching out to Community! I just would like to confirm before doing any changes, do you want to delete your community account? There is no option for you to delete, so please let us know if this is what you need so we can do this for you. Regards, Angélica

Hi Cedric, I saw that you opened a ticket with our support related to this issue and it was already fixed. If you have any other question, please let us know. Regards, Angélica

Hi Alessandro, Were you able to see the screenshots attached? I understand that we should have a post for Cloud, but those comments I sent you is specifically for Jira Cloud. If you didn't receive the screenshot, please let me know and I'll paste the comments here. Regards, Angélica

Hi @xueyishu2436, I tested using a test account here and tried to change my email using uconn.edu domain and it shows the message to change the email correctly, but if I try to change to a 163.com domain, it shows the same error. Can you please test using another browser or incognito mode? Regards, Angélica

Hi Andrea, Thanks for reaching out to Atlassian Community! There are two options to see customers on your instance: 1 - Go to the project and click on "Customers". On this page, you will see the full name and the email will be between (). 2 - If you are a site admin, you can go to Site administration > Jira Service Desk >…

Hi Tom, Currently, it's not possible to add request participants through mobile app for iPhone or Android. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-68762 Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hi Sharon and welcome to Atlassian Community! The custom email address is added specifically for customers to send an email to create tickets. You can also change the From email address, so customers will receive a notification with a domain you own. With that said, you will have to verify the domain to use this email…

Usernames were removed from Atlassian Cloud due to GDPR, so it's not possible for the administrator or the user to change this information. You can find more details on the documentation below: - Say goodbye to usernames in Atlassian Cloud - GDPR changes to usernames in Jira Cloud

Daniel, this is the workaround for now, since Jira does not have the functionality to add a system user to run the automation. We have a feature request suggesting this where you can both vote and watch to receive updates and also add your comments on the feature. - https://jira.atlassian.com/browse/JSDCLOUD-2095

Hi Melanie, Sure thing, it would be great to have this information on our documentation. I created an internal ticket suggesting to add this information on three documentations we have related to the customization of the customer portal. I'm not sure how long it will take, but as soon as I get an update, I'll post here.…

Hi Basti, I searched for configuration and feature request related to this option but didn't find anything that could help us. Just for us to better understand, can you please let us know more details about why this feature is important for your environment? Then, we can create a feature request for this option. Regards,…

Hi Demi, Thanks for reaching out to Atlassian Community! For customers outside the organization to create tickets, it will be necessary to let them create their own accounts and on "Customer permissions" set it to "Anyone can send a request", otherwise, when they access the portal they will see a message that they don't…

Hi Gabriel, I've checked that there is an add-on that allows you to integrate Service Now and Jira: - ConnectALL ServiceNow adapter for Jira You can also check this thread where there are some answers that may help you. The question is from 2014 but there are answers from 2017 and 2018. Also, we have a feature request…

Hi Santosh and welcome to Atlassian Community! I saw that you opened a ticket with our support related to the same question and they are already helping you. As the question is the same, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in…

Hello Esther, Currently, the audit log does not show any information about the changes on audit log, I've tested here deleting an automation and also removing and adding rules, but no updates on audit log. Based on your question, I've created a feature request for our dev team to check: -…

This page is related to the feature "Category", so when someone created a category, the articles will always appear first. You can find more details on the link below: - Knowledge is power! If you remove the category, customers will be able to search normally for the articles on the search box or when they are opening the…

Hi Robert, I saw that you opened a ticket with our support related to the same question and a feature request was created since Jira Service Desk doesn't have this functionality. - https://jira.atlassian.com/browse/JSDCLOUD-8037 Regards, Angélica

Hi Dean, In this case, as you are a site-admin and there are more site-admin, it's not necessary to create a new one. You can add the groups mentioned on the documentation and then your colleague will have to access my.atlassian.com/product in order to add you or other colleagues as billing or technical contact. Regarding…