Angélica Luz Atlassian Team

Hello Reuben, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to set SSO for customers to log in on the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-630 Please, click on vote and watch to receive…

Hi @Henry and @Vicki Lea Tsang, I've created a feature request suggesting the implementation of the same feature as we had on the old UI for User management to check if the invitation was expired. - https://jira.atlassian.com/browse/CLOUD-10765 Usually, the invitation will expire between 4 to 14 days, but we also can't see…

Hi Kirsty, Thank you for the details. I've checked that the issue that you are facing was reported as a bug: - https://jira.atlassian.com/browse/JSDCLOUD-6407 I was able to check that the customer portal of your instance is login-free, that's why this issue is happening. Please, click on vote and watch to receive updates…

Hi David, Thank you for the details, shame on me for the misunderstanding. We don't have a page showing features that will be implemented on portfolio the same as for next-gen projects. Please, check this post from our Product Manager Jonno where you can send him an email to talk about your ideas, concerns and everything…

Hello t4world, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to create or customize postmortems template. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JOPSCLOUD-140 Please, click on vote and watch to receive updates…

Hello everyone, We have a feature request suggesting the implementation of parallel sprints on next-gen projects: - https://jira.atlassian.com/browse/JSWCLOUD-17195 Please, click on vote and watch to receive updates and feel free to add your comments on the feature. Regards, Angélica

Hi Paul, Thank you for your feedback! For now, we must wait for new features to be implemented on next-gen and you are more than welcome to share your ideas as feature requests on jira.atlassian.com. You can check the sub-tasks on the feature JSWCLOUD-17392 which has all ideas for next-gen projects. Also, we have a roadmap…

Hello Tomasz, Thank you for getting in touch with Atlassian Community! Every user that works on the project must have a license in order to access and work on the tickets. It will not be possible, for example, to automatically remove an account from one user when they log out and then add to another user. So yes, if they…

Hi Bronté, I was able to reproduce the same issue and I checked that it was reported as a bug: - People field in next-gen does not browse user in issue view Please, click on vote and watch to receive updates about the bug. This field will work the same as "User picker" custom field. Regards, Angélica

Hi Vicki, The issue is still being investigated. Once we have updates about this feature, I'll post here. Regards, Angélica

Hi Antonio, There is no workaround for now. Admins must add customers manually on each project that the customers must have access. Regards, Angélica

Hello Rod, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to edit the format of the text in Jira sidebar or any other menu. I've searched for feature requests but also didn't find anything that could help us. Can you please give us more details about why do you need to change the text…

Hello Mehdi, Thank you for getting in touch with Atlassian Community! I would like to confirm how the incident will be routed, so we can check what will be the trigger for the notification to be sent. What update will be made on the ticket? Will the issue be transitioned, the value of a field will be changed, or the ticket…

Hello Manuel and welcome to Atlassian Community! Just to make sure that we are on the same page, you added a customer on a Jira Service Desk project and this customer sent an email to open a request, but it didn't create the ticket, is that correct? If so, you can check the reason why the email didn't create the ticket by…

Hello Mark, Thank you for getting in touch with Atlassian Community! I saw that you opened a ticket with our support related to the same issue and they are already helping you in order to fix this. As the issue is the same, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise…

Hello Bob, Thank you for getting in touch with Atlassian Community! This issue happens due to the customers' permission in Jira Service Desk. To fix this, please go to the project settings > customer permissions > Who can customers share requests with? and select "Any customer or organization, by searching this project.…

Hello Mike, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to add request participants at the moment the ticket is created. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-1511 Please, click on vote and watch to…

Hi Naveen and welcome to Atlassian Community! I've searched for add-ons and documentation related to this integration, but there is nothing specific for Selenium. There is a documentation about Test Case Management that may help you: - Using JIRA Software for Test Case Management We had a feature request suggesting the…

Hello Amanda, Thank you for getting in touch with Atlassian Community! Just for us to better understand and help you, can you please clarify if you want to use the customer portal as a form or do you want to add a form on Confluence to be copied to Google Sheets? I'm asking because this question was tagged as Jira Service…

Hello Oleksandr, Thank you for getting in touch with Atlassian Community! When you set the field as required directly on Request type > Edit fields the fields will be required only for customers in the customer portal. To make fields required also for agents you must go to Project settings > Fields > Click on > Find the…

Hi Nate, The feature is from 2014, so if it used to work, it was a long time ago. Checking the comments on the feature, some customers shared how they were able to workaround this, maybe it can also help you. Regards, Angélica

Hi Summer, You must be a site-admin to reset the password, can you ask a site-admin to create a temporary password for the customer? They must click on > Site administration > Jira Service Desk > Portal only customers. On this page, they must click on the customers' email and click on "Change password": If it does not…

Hi Rene, all users, groups and rights restored? - Yes, restoring the backup, the users will be created and they will be added to all groups that they had on the other instance. all projects and setting restored? - Yes, the projects will be restored with custom fields, issue types, tickets, reports and all other settings…

Hello Zareer, Thank you for getting in touch with Atlassian Community! Just to make sure that we are on the same page, are you using a User Picker custom field? If so, I was able to test here and the field shows when bulk editing. If not, can you let us know what is the type of the field? Can you please give us more…

Hello Venkatesh, Thank you for getting in touch with Atlassian Community! Just for us to better understand and help you with this issue, can you please let us know if you are using Jira Server or Cloud? Also, what activation email are you waiting for? Can you please give us more details about what configuration you did for…

Hello Steve, Thank you for getting in touch with Atlassian Community! It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/ID-6732 Please be sure to watch it, so that you are notified when this is fixed in a future release. Regards, Angélica

Hello Beata and welcome to Atlassian Community! Jira Service Desk has a satisfaction survey, it's very simple, but this survey is sent when a resolution is added to a ticket. You can find more details on the documentation below: - Collecting customer satisfaction (CSAT) feedback We have some feature requests suggesting…

Hello Donny, Thank you for getting in touch with Atlassian Community! To allow Jira to copy only the current response to add as a comment on the ticket, you must go to Jira Settings > Products > Email requests > Strip quotes: Also, if the emails are showing as plain text you must change a configuration on the same page:…

Hi Tom, I've just confirmed that it was deleted. If you face any other issue, please let us know. Regards, Angélica

Hello Jeff and welcome to Atlassian Community! There is two great documentation that was already updated with the new design of the customer portal: - Best practices for designing the customer portal - Configuring the customer portal Also, there is a video on our youtube channel that shows all functionalities of Jira…