Angélica Luz Atlassian Team

Hi Andrea, Thank you for reaching out to Atlassian Community! Currently, it's not possible to customize the satisfaction survey. We have some feature requests suggesting the ability to style the satisfaction, add more columns, change the image, for example. - Customize the Service Desk satisfaction survey labels -…

Hi Ann, The image comes on the customers' signatures, so when they reply the notification, their signature is added after the "This is shared with". On my test instance, where I couldn't reproduce the issue, this is what shows instead of the image: Regards, Angélica

Hi Sharon, Thank you for reaching out to Community! Currently, there are no feature request or bug related to this. The issue occurs because we are mixing CSS and HTML elements inside the iframe. We use React on order to render the components. There are many changes related to inline CSS since we started to use components…

Hi there, Thank you for reaching out to Atlassian Community! I've searched for add-ons or a way to integrate Facebook/Twitter to open tickets, but I didn't find anything that could help us. Currently, you can open tickets through Jira (+ button), Customer Portal, Email, API, but there is no integration that can make a…

Hi Sophy, Thank you for getting in touch with Atlassian Community! Usually when you can't save a field as required on Jira Service Desk is due to the request type being associated with the email channel. Please, check if the request type that you need to add these fields has the label "Email". If so, you can't add these…

Hi Peter, Thank you for reaching out to Atlassian Community! Currently, Jira does not work correctly on touch screens. We have a feature request suggesting for Jira to be "Touch friendly": - https://jira.atlassian.com/browse/JSWCLOUD-2793 Please, click on vote and watch to receive updates about the feature. Regards,…

Hi Ugan, For now, we can only export custom reports. Based on your question, I've created a feature request suggesting the implementation of the ability to export the team reports: - https://jira.atlassian.com/browse/JSDCLOUD-7840 Please, click on vote and watch to receive the updates. Regards, Angélica

Hi Daniel, If it's an active sprint, the tickets won't be removed after 14 days on the "Done" column. For the tickets to be archived after 14 days, the sprint must be disabled. Also, all cards must have this icon . If the tickets are not being archived after 14 days even with the correct configuration (not an active sprint…

Hi Pravin, Thank you for getting in touch with Atlassian Community! When you verify a domain, you basically just proves that you really own that domain, so after the verification, no new user will be created on the instance. Will Administrator still get control over user management? You can still see all users on Site…

Hi Matt, Thank you for reaching out to Community! You can find all IP address and domains on the link below: - Atlassian Cloud IP ranges and domains Also, please check our documentation that shows more information about how to receive requests by email on Jira Service Desk: - Receiving requests by email Regards, Angélica

Hi Vicky, Currently, there are no plans to remove classic projects and if it happens, administrators will receive an email informing this. Next-gen projects were created to simplify the onboarding for new users and we know that classic projects are very important due to the features that it has, so you don't need to worry…

Hi Kyle, Thank you for reaching out to Atlassian Community! Currently, it's not possible to mention users and customer through the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-288 Please, click on vote and watch to receive updates…

Hi Chris, This is a feature rolled out by Atlassian in an attempt to improve the navigation experience within JIRA. In order to remove this feature from your instance, I've opened a ticket on your behalf with our support, since we will need to confirm the instance URL. You will receive an email and soon a support engineer…

Hi Ann, This is a screenshot of one of the affected emails: There is a small image on the signature that seems to be broken. I forwarded the email to my test instance in order to test, but this image shows as a URL, so I was not able to reproduce the error. Regards, Angélica

Hi Trisha, Currently, it's not possible to reorder the system fields or custom fields. We have two feature requests suggesting the implementation of these abilities: - https://jira.atlassian.com/browse/JRACLOUD-68311 - https://jira.atlassian.com/browse/JRACLOUD-37756 Please, click on vote and watch to receive updates about…

Hi Aki, Thank you for reaching out to Atlassian Community! Currently, it's not possible to restrict the "Organization added" notification to only some Organization in the project. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-6209 Please, click on vote…

Hi Ann, I've checked many notifications in the database and found something that may be causing this and I've checked that it looks like it's all from the same domain as you mentioned. It may be related to this bug: https://jira.atlassian.com/browse/JSDCLOUD-6335 Checking the emails I was able to identify this little…

Hi Michael, Thank you for reaching out to Atlassian Community! It's possible to make this configuration, but yes, the user must have a Service Desk license. Firstly, you must migrate this customer to Atlassian account by going to Site administration > Jira Service Desk > Portal only customers. Then, before giving this user…

Hi Joel, This is a feature rolled out by Atlassian in an attempt to improve the navigation experience within JIRA. In order to remove this feature from your instance, I've opened a ticket on your behalf with our support, since we will need to confirm the instance URL. You will receive an email and soon a support engineer…

Hi Claire, Thank you for getting in touch with Atlassian Community! This issue that you are facing is related to renderer of the field. Please, open the affected project and go to the Project settings. Then click on "Fields" > to edit and find the field "Description". Click on "Renderers", select "Wiki Style Renderer" and…

Hi Ann, Yes, please click on Jira Settings > Applications > Email requests > View Log > Processing log. Regards, Angélica

Hi Chris, Currently, it's not possible to add more information on customers' profile. The information available is only email and full name. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-1239 Please, click on vote and watch to receive updates about…

Hi Andrew, Currently, it's not possible to preview MS Office files or other types of files, for example, the files created on OpenOffice. This is for all projects and not specifically for next-gen. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-64979…

Hi Ann, Thank you for reaching out to our Community! I've checked on the ticket that the error was "Mail handler returns null result" but now the failure on some responses is "There was an error reading the body of email message". As the issue only happens when someone replies the notification adding a Cc, can you please…

Hi Samriddhi, Thank you for reaching out to Community! Can you please check if you are you able to access Jira access > System? If you can't see this option, you must check with a site-admin if you have the correct admin groups. The access to Email configuration is not possible to restrict, so if you have admin access you…

Hi Therese. Thank you for the details. I tried to reproduce here, but it did export all description, even including underline. Would it be possible for you to generate a random text and use the same formatting from the description that didn't work? I'm asking this because we don't want you to post here the original…

Hi Brian, Thank you for reaching out to Community! 1 - Currently, we don't have a date for when Sub-Tasks will be available. According to the comment on this bug, the dev team is working and it will be available as soon as possible. We also have a feature request about sub-tasks on next-gen: -…

Hi Sharon, Thank you for the details. On my test instance, the delay also happened, but it didn't take to long to load. We are glad that everything is working now. If you have any other question, please count on us! Regards, Angélica

Hi Bob, I've tested here using an Epic with a "+" and the "Add to Epic" finds correctly the Epic: Can you give us more details about the test that you made? Did you add the special character in the beginning/middle/end of the Epic name? Regards, Angélica

Hi Elisabeth, Thank you for reaching out to Community! I've just confirmed that your instance is located in the US. Regards, Angélica