Angélica Luz Atlassian Team

Hello @Jakub Gawęcki, Welcome to the Atlassian Community! On User management, the “Last activity” about a user is updated every four hours. So if the invite was accepted and they are already working on the project, it may take a while until it updates this information on the administration page. Here on our side, I can see…

Hello @tma, Thank you for reaching out to Atlassian Community and for sharing the screenshots. It seems that the outgoing email format was changed from HTML to Text, that’s why the links are showing like that. There are some settings that you need to change on your site: Go to Cog icon > System > Default user preferences >…

Hello @Justin Clark, Thank you for reaching out to Atlassian Community! When a customer receives “Something bad happened” it means that they don’t have access to the ticket anymore or they are being redirected to the portal using the wrong account that doesn’t have permission to the specific ticket. First, it’s important…

Hello @Jay Cheah, Thank you for reaching out to Atlassian Community! When it comes to outgoing email, it’s possible to change the sender email and add anything other than jira@domain.atlassian.net. You can add, for example, projectname@domain.atlassian.net. For that, please go to Project settings > Notifications…

Hello @trzcinskid0, Thank you for reaching out to Atlassian Community! When it comes to sharing a dashboard, people will be able to view the data if they are internal licensed users with permission to the project or, in order for people without a license to view it, the project, filter, and dashboard must be shared with…

Hello @Dima Schepetkov, Welcome to the Atlassian Community! Checking the details of your site, I can see that you are not a site administrator. With this said, you can send the request to invite users, but only a site admin can approve or not. A site admin needs to go to Cog icon > User management > Access request and…

Hello @HollyV, Thank you for reaching out to Atlassian Community! When agents add an attachment to the ticket, they can select if it will be shared with the customer (Reply to customer) or not (Add internal note). This function is only available on the agent view. On the customer portal, customers can only post public…

Hello @Amandine Darroux, Welcome to the Atlassian Community! Request types in Service Management are linked to Issue types. Using your use case as an example, the Integration and Suggest a new feature request types are linked to the issue type New Feature, so you can only change between those two Request types. In order to…

Hello @Pavel Rusakov, Thank you for reaching out to Atlassian Community! When it comes to search results, currently, the limit is four and it’s not possible to configure it to show more results. There is a feature request suggesting improvements for that: Ability to view all request type results on the customer portal…

Hello @Taras, Welcome to the Atlassian Community! When importing Trello to Jira, a new project will be created and it will be independent of the Trello board. If importing the same Trello board again, it will not be possible to sync with the existing one. There is a feature request suggesting the implementation of this…

Hi @hristo.iliev, If after changing the default assignee on the request form still shows the user as the assignee, it means that there is another rule making this change. Can you please check if the user is not set as the default assignee of the project? Please, go to Project settings > Details and confirm who is the…

Olá Jorge, Obrigada por entrar em contato com o Atlassian Community! Nos projetos de Service Management é possível criar SLAs que podem iniciar, pausar e parar em status específicos. Se você é o administrador do projeto, vá em Configurações do projeto > SLAs e clique em … > Editar no SLA desejado. Em “Pausa a contagem de…

Hello @Brian Pitts, Thank you for reaching out to Atlassian Community! When using Jira Service Management Cloud, currently SLAs can be only shown in hours. There is a feature request suggesting improvements for that: Ability to display SLA times in different formats Please, click on vote and also watch the ticket above to…

Hello @CEx Computer Expert, Thank you for reaching out to Atlassian Community! When it comes to Customer information, currently, only their full name and email are visible in Service Management. It’s not possible to add additional fields with the details that you mentioned. There are feature requests suggesting…

Hello @Foxcliffe Hickory, Thank you for reaching out to Atlassian Community! I saw that you created another post related to this issue and the documentation below was mentioned: Importing attachments into Jira Cloud using CSV External System Importer Checking similar cases, I’m afraid to say that’s the only workaround for…

Hello @Mamatha.Narayana, Thank you for reaching out to Atlassian Community! I saw that you created another post related to the same issue and the bounce on the email address was removed. Just to let you know that I removed all other email addresses from the same domain from the suppression list, so if anyone else was…

Hello @Jason Spellman, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know what permission that the user has on the project and on the site. Are they a licensed Service Management user or are they a customer? What is their role in the project? What is their…

Hello @Desna Yuanda, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, we need more information about the report series. Can you please share with us how is the series set? Are you using a JQL to filter the issues that appear on the reports? What was the change that you made…

Hello @Tri Dung TRAN, Welcome to the Atlassian Community! I saw that you created a ticket with our support related to the same question and they shared with you a feature request since it’s currently not possible to view group usage in Jira. Group usage - List of project permission per group I’m sharing these details here…

Hello @Russell Wagenaar, Welcome to the Atlassian Community! When it comes to sending emails using Automation, attachments are currently not supported, that’s why it’s not correctly rendered in the notification. There are feature requests suggesting improvements for that: Include attachment in A4J notification Attach a…

Hello @Victor Medina Jimenez, Welcome to the Atlassian Community! This is a legit email from Atlassian. I checked our internal documentation regarding this type of email and they are sent from noreply@atlassian.com and Megan is Head of Product for Jira Software. If there is any information on the email header or the link…

Hi @Phillip Cook, The “12345” is just an example because the ID has 5 numbers and the “10276“ is the status ID on my personal site. You need to follow the steps I mentioned in my previous response to find the ID of the status Inventory & Purchase on your site and then add it to the filter.

Hi @kschmarr, Thank you for the details. I wasn’t able to replicate the issue. I tested using Firefox 91.0.2 and Chrome 92.0.4515.159 on a Macbook as well. Are you using any extensions on both browsers? Can you please disable all of them or use incognito mode to test?

Hello André, Thank you for reaching out to Community! There are currently, no suggestions regarding adding this type of validator on Jira Server/Data Center. Please, feel free to raise one on jira.atlassian.com (project JRASERVER) and add more information about why this validator is important for your environment. ​​Kind…

Hello @hristo.iliev, Thank you for reaching out to Atlassian Community! When a user is deactivated or deleted from a site, if they were set as default assignee, the field won’t be cleared, it will be necessary to update and select a new one. That being said, when clicking to edit the field, it will show the previous…

Hello @Phillip Cook, Welcome to the Atlassian Community! Testing on my local site, I was able to replicate the same issue, but there is a workaround for that by using the status ID instead of its name. There is a bug related to this issue. You can find more information below: When loading a filter with "&" character the…

Hello @Ignacio Cortazzo, Welcome to the Atlassian Community! When linking a Confluence space to a Service Management project, customers will be able to find articles when using the search box or while filling the Summary field on the request form. It’s also possible to organize these articles into categories, so customers…

Hello @michael_barcoe, Welcome to the Atlassian Community! When it comes to reactions, currently, it doesn’t generate any notifications. There are feature requests suggesting improvements for that: Send email notification when a comment has a reaction Include reactions in sidebar and email notifications Please, click on…

Hello @[deleted], Thank you for reaching out to Atlassian Community! When it comes to the Issues menu, currently, it’s not possible to customize it. The screenshot you shared is from Jira 6.x and it has been a while since those options were removed. There is a feature request suggesting improvements for that: Allow using…

Hello @kschmarr, Welcome to the Atlassian Community! Just to make sure that we are on the same page, I would like to know if the tooltip that you mentioned is the one that appears when clicking on the Days remaining from the board. If that’s not the case, can you please share a screenshot of the issue with us? What browser…