Angélica Luz

Hi Joann, Thank you for getting in touch with Atlassian Community! On Jira Cloud the main page of Service Desk is shared with all projects, it's not possible to have a main page specific for each project. As a workaround, you can create your own customer portal. Please, check the documentation below for more details: -…

in need 2 distinct portals for support to 2 different companies Comment by Angélica Luz February 2019

Hello Loretta, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to edit the "Get local help" page. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-67760 Please, click on vote and watch in order to hear about updates…

in How to remove "other" information from the "?' Comment by Angélica Luz February 2019

Hi Chris, Thank you for getting in touch with Atlassian Community! Due to the forward rule, these notifications will be redirected to JIRA (support@myinstance.atlassian.net) and it will realize that the emails are from JIRA itself and rejects it to avoid mail loop. So, if you check on Jira Settings > Products > Email…

in Jira Service Desk email to Jira Service Desk Comment by Angélica Luz February 2019

Hi Богдан Кожевников, Welcome to Atlassian Community! You can create a custom report adding the following information: Series: Average rating Label: agent name Filter by: assignee = agent.name You can find more details on the documentation below: - See if your customers are satisfied Regards, Angélica

in customer satisfaction by agent report Comment by Angélica Luz February 2019

Hi Hannes, Thank you for getting in touch with Atlassian Community! When editing a customer notification template, all customers will receive that notification and when someone answers the notification the signature will be added as well, it's not possible to restrict that. The best option, in this case, is the agents to…

in Comment from request participant with company signature in notification mail Comment by Angélica Luz February 2019

Hi @Пушкарь Роман , Currently, the only way to remove/hide this button is by removing everyone of the organization. The button only appears for customers that belongs to an organization. We have a feature request suggesting the ability to choose a default value for the "Share with": -…

in How hide share button at portal? Comment by Angélica Luz February 2019

Hi Luis, Can you please test using another browser and incognito window? Also, can you please ask if another administrator is facing the same issue? It could be also a translation issue, but I've tested in English and Portuguese and it works, you can try to change the language to English to check if something will change.…

in Can't link a Bitbucket repo to a Jira Cloud project Comment by Angélica Luz February 2019

Hi Will, Thank you for getting in touch with Atlassian Community! Can you please click on "People" and check if you were added to the project? When did this issue start? Have you checked if some other administrator has changed the access to the project? Regards, Angélica

in Settings have disappeared from a next-gen project Comment by Angélica Luz February 2019

Hi Ashish, Welcome to Atlassian Community! Currently, it's not possible to use customized templates for Jira Cloud projects. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-7020 Please, click on vote and watch to receive updates about the feature.…

in How can we change existing default template? Also How to create new Project template? Comment by Angélica Luz February 2019

You are always welcome Balakrishnan! Hope you have a great day! Regards, Angélica

in Next Gen : Private project and private boards Comment by Angélica Luz February 2019

You are always welcome Guillermo! Have a great day! Regards, Angélica

in Do you also have issues with new versions and screenshots? Comment by Angélica Luz February 2019

Hi Max, It's possible to allow the customers to see the confluence pages without a license, so once you do that, you can add a link to the FAQ on the Introduction text, for example. - How can I make my users and customers see Confluence pages without a license? If you have any other question, please let us know. Regards,…

in Can I add a gadget to Service desk screens? Or other method to import other content? Comment by Angélica Luz February 2019

Hi NehaSThakur, I've checked the add-ons and the one that seems to offer more customization of the customer portal is Extension for Jira Service Desk. As the one that you found is only for server, you can check their contacts on the marketplace and send an email or contact their support to check if they will develop the…

in Customization of My Request View for Service desk Portal Comment by Angélica Luz February 2019

Hi Emerentiana, It looks like you have been added to a role that receives these types of notification or some of the groups you are part of were added to the notification scheme to receive those notifications. If you are an administrator, please go to Jira settings > System > Audit log. On this page, you can filter the…

in Is there a way for me to stop receiving Jira e-mail with the old format? Comment by Angélica Luz February 2019

Hi Tal, Currently, it's not possible to choose a default assignee on next-gen projects. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17498 Please, click on vote and watch to receive updates about the feature. For now, the default value is "Automatic"…

in All the issues are opened on the user that created the project, is there a way to change that? Comment by Angélica Luz February 2019

Hi Per-Åge,Thank you for getting in touch with Atlassian Community!Next-gen projects were designed to be more simple, so there are many features that classic projects have that next-gen doesn’t have for now.You can check all features and bugs related to the next-gen as sub-tasks on this…

in New vs old issue view Comment by Angélica Luz February 2019

Hi Junior,Thank you for getting in touch with Atlassian Community!Atlassian’s GDPR was implemented on May 25, 2018, to Atlassian products and it was not an option, so this is enabled for all old and new Cloud instances.Please, check our documentation for more details:- Atlassian’s GDPR CommitmentRegards,Angélica

in How to activate the GDPR changes in Jira Cloud for testing? Comment by Angélica Luz February 2019

Hi Balakrishnan Chellakkannu,When you create a next-gen project you have the option to choose if it will be Open, Limited or Private. If you choose private only people added to the project will be able to see and access the project. Related to restrict this client to only see this project, it will only happen if the other…

in Next Gen : Private project and private boards Comment by Angélica Luz February 2019

Hi Guillermo,Thank you for the details.I was able to replicate the error on my test environment and opened a bug for our dev team to check and fix the issue in a future release:https://jira.atlassian.com/browse/JRACLOUD-71627Please, click on vote and watch to receive updates about the bug.Regards,Angélica

in Do you also have issues with new versions and screenshots? Comment by Angélica Luz February 2019

Hi Cheng,It looks like you're running into an existing bug, which can be found here:- https://jira.atlassian.com/browse/JRACLOUD-69259The new issue view uses markdown instead of markup and tables are not rendering correctly. With that said, also the ability to add tables through the editor was not added because it’s not…

in How can I add a table inside the nextGen Jira view? Comment by Angélica Luz February 2019

Hi Jason,Thank you for reaching out to Atlassian Community!We were able to test here and the email that the user will receive is: Hope this helps!If you have any other question, please let us know.Regards,Angélica

in Message to users when switching to G Suite Comment by Angélica Luz February 2019

Hi Sandy,Thank you for reaching out to Atlassian Community!I’ve checked on the API documentation that you mentioned and also on the migration guide that name was already deprecated.Answering your question, yes, when some parameter is deprecated it will affect the API call and you will have to update your scripts.If you…

in Creating a request using REST API Comment by Angélica Luz February 2019

Hi Jesse,Thank you for reaching out to Atlassian Community!I saw that you opened a ticket with our support related to the same question and the issue was already resolved.Please, feel free to share the resolution here in community as well.If you have any other question, please count on us!Regards,Angélica

in email requests not showing in Queue Comment by Angélica Luz February 2019

Hi Gianfelice and welcome to Atlassian Community!Just for further clarification, is this happening only with one customer?When did this issue start?Can you please ask this customer to open a ticket through the customer portal in order to test if he will receive the notification? Is he receiving other notifications, like…

in Email issue creation notifications not being sent/received when issue is created with Email channel Comment by Angélica Luz February 2019

Hi Parker,Thanks for reaching out to Atlassian Community!By default, POP will delete the message after it is successfully processed: - Creating issues and comments from email If Jira successfully processes a message, it deletes the message from your mail account or file system. If a message is not successfully processed,…

in JIRA email handler not deleting emails after processing them Comment by Angélica Luz February 2019

Hi Sadaf,Thank you for getting in touch with Atlassian Community!To verify a domain you must use HTTPS or DNS, this choice is up to you.When you click on “Verify domain” you will be redirected to a page where you can choose the DNS and HTTPS and that’s where you will copy the TXT in order to add on your DNS host as a new…

in For atlassian cloud products, how do I enable managed user accounts and two step verification? Comment by Angélica Luz February 2019

Hi Michelle, Thank you for reaching out to Atlassian Community!Currently, Jira only gets files on “My drive”, that’s why Team drivers do not appear.We have a feature request suggesting the ability for Jira to get files from all drivers available:* https://jira.atlassian.com/browse/JRACLOUD-69343 Please, click on vote and…

in Google Team Drive Support for JIRA Software & Service Desk Comment by Angélica Luz February 2019

Hi Sonia, Can you please open the developer tools on your browser and send us the error message? Also, is it happening on all browsers? Can you test using another one? Regards, Angélica

in Why has the old view stopped working!!! Comment by Angélica Luz February 2019

Hi Pierre, To add participants the customer must add the emails on TO or CC fields when they open the request via email or when they reply to a notification. Also, you or they can add the participants manually on the customer portal. You can find more details on the documentation below: - Adding request participants…

in Incoming mail management Comment by Angélica Luz February 2019

Hi Vasanta, Thank you for reaching out to Atlassian Community! Currently, it's not possible to add links to custom fields options since it uses basic text renderer, so any link added will not be rendered. For this type of field, it's not possible to change the renderer the same as the other fields like comment and…

in How to add Hyperlink along with Radio Button field Comment by Angélica Luz February 2019

Angélica Luz Atlassian Team

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