Angélica Luz Atlassian Team

Olá Thiago, Obrigada por entrar em contato com o Atlassian Community! Quando um cliente responde uma notificação mas o comentário não é adicionado ao ticket e sim um novo é criado, significa que o email que foi utilizado para a resposta não é o que o cliente usou para criar o ticket. No Service Management, somente quem tem…

Hello @Евгений Кубашов, Thank you for reaching out to the Atlassian Community! When it comes to Customer notifications, currently, it will show the name of the agent that added the comment or made the change on the ticket. It will show the name of the project on the first notification (Issue Created) if the customer…

Hello @Aleksey, Thank you for reaching out to the Atlassian Community! In order to edit the Customer portal login page, it’s necessary to upgrade your Jira Service Management to version 4.1. For more information about this feature, please check the documentation below: Meet the new portal experience A stylish new portal…

Hello @Sarka.skopalova, Thank you for reaching out to the Atlassian Community! The notification helper works only with internal licensed users, so it’s expected that it will show this permission error if you try to use it with a customer account. With this said, it’s important to confirm with Lukas if they are not…

Hello @Bengt Ove Sannes, Thank you for reaching out to the Atlassian Community! When it comes to business projects boards, currently, it’s not possible to configure them to show sub-tasks. There are feature requests suggesting improvements for that: Coreboards should have the option to show subtasks Business boards show…

Hi Jackie, I can see that your domain is verified and managed with Atlassian access and managed accounts are different from the accounts that are not managed. When an account is set as Suspended it means that the Atlassian account is suspended. This is also true for the Invited status. It was probably synced with the…

Hi @Yazan Qanoo, Thank you for reaching out to Atlassian Community! Checking the details of your account, I can see that you are a site administrator, but not an organization administrator. In this case, you won’t be able to remove the org admin. Since you are a site admin of a standard Jira site, please, reach out to our…

Hello @Jessica Berggren, Welcome to the Atlassian Community! I checked your email address and the domain here, but it didn’t return any bounces or blocks. I just checked the one that you are using here in Community. On Jira, please, go to your Profile picture > Personal settings and confirm if it’s configured for you to…

Hello @Matthew Buchanan, When importing via CSV the request type is currently not supported. The importer uses a key par value that is not accessible via UI. There is a feature request suggesting improvements for that: Provide a feature to import JSD Request Type custom field There was also a bug related to this issue, but…

Hello @Jackie hardy, Thank you for reaching out to Atlassian Community! In case you want to use the same project and settings of the production instance on a new one, you can create a backup on the production site and import it on the new instance. How to create a backup for Jira Cloud Import issues If you don’t want to…

Hello @Werner Schott, Thank you for reaching out to Atlassian Community! It’s possible to add more fields to a request form by going to Project settings > Request types > Click on the desired request type > Request form: Then, click on Add a field and select the desired ones. You can drag and drop them to organize the…

Thank you for testing, Juan. I’m creating a ticket on your behalf so our support team can access and recreate the default mail handler on your site. You will receive a notification about the ticket and soon someone will contact you.

Hi @Devinder kumar, Customer accounts don’t count towards a license, so I’m still not sure what steps they are following. Are the customers internal users with Jira Software licenses? If that’s the case, it’s not necessary to create an account for them, they just need to be added to the Service Management project. Or you…

Hello @stefan_petranyi, Thank you for reaching out to Atlassian Community! Checking Sheila’s email address on our tools, it returned a bounce due to the following error: 550: 550 Requested action not taken: mailbox unavailable I removed the bounce and the notifications should be delivered now. Please, take your time to…

Hi Alex, Have you searched the customers on Cog icon > User management > Jira Service Management? That’s the page where the customers are listed and where you can manage their accounts: Customers only appear under "Users" if their accounts are migrated to Atlassian account.

Hi Juan, You can add a new incoming mail server using the following settings: Name: Default Cloud Mail Server Pick your preferred email service provider: Custom Click on Add and on the next window, add the following: Protocol: POP (Secure) Host name: Cloud Email Handler Username: jira@<yourdomain>.atlassian.net Password:…

Hello @Kateryna, Welcome to the Atlassian Community! For customers to receive invites when added as participants on a ticket, it’s necessary to check two settings. The first one is the customer permissions. It’s necessary to let the access “Anyone with an account on/Anyone on the web” and also allow customers to search for…

Thank you for the details, Darren. Reviewing your use case, we believe that what might help is the Alert de-duplication. You can create an alias with the name of the server, for example, so all alerts created with this alias will be grouped and there will not be a list with separated alerts. Example: An alert for CPU…

Hello @Prakash, Thank you for reaching out to Atlassian Community! Atlassian access does cover Jira Service Management and also Jira Software, Confluence, Bitbucket, Trello, and Statuspage. For more information, please check the documentation below: Understand Atlassian Access Note that, for Jira Service Management,…

Hello @Devinder kumar, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know if customers are seeing any errors when they access the customer portal. Is it showing any message that they don’t have permission, for example? Are they accessing the portal through…

Hello @Alex H, Thank you for reaching out to Community! Checking the details of your site, I can see that you are not a site administrator, that’s why you didn’t find the option from the documentation mentioned by Brant. In order to delete a customer account, it’s necessary to go to Cog icon > User management. You are a…

Hello @Kirby Wong, Thank you for reaching out to Atlassian Community! When it comes to Jira Software users, if they are added to the project as collaborators, they will be able to view and add internal comments to the ticket only. As mentioned in the documentation: Collaborators don’t have access to the service project…

Hello @Алексей Козырский, Welcome to the Atlassian Community! When a customer creates a ticket in the portal, they are set as the reporter of the ticket, so they can receive notifications and also, have permission to view and comment on the ticket. With this said, it wouldn’t be necessary to add them as participants,…

Hi Juan, Thank you for the details. Here are some screenshots of the default configuration if you want to compare them with your settings: Handler params: createusers=false,senderEmail=no-reply@yourdomain.atlassian.net,stripquotes=true,bulk=ignore Also, please, make sure the Email puller/Email processor is enabled (Cog…

Hi Thomas, I’m glad I could help! If you created a custom field to add the value, then it will be necessary to manually add the value to the Story Points system field, so it will be visible on the backlog.

Hello @Darren Burden, Thank you for reaching out to Atlassian Community! When it comes to linking alerts on OpsGenie, it’s possible to link multiple alerts to a single incident, but not alerts with a single alert. Associate an alert with an incident Can you please let us know more details about why you need to link…

Hello @Christopher Rampola, Thank you for reaching out to Atlassian Community! When it comes to API, there are no restrictions to use it on a test site. Of course that, free plans have some limitations so some endpoints will not work. What is the Free Jira Cloud plan? There are different documentation for each product: The…

Hello @[deleted], Welcome to the Atlassian Community! Checking the details of your site, I can see that you have two email accounts. One of your email addresses (the same you are using here in the community) contains a “+df” and the other doesn’t. Can you please check if the account that has permission on the ticket is the…

Hello Rebeca, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket instead. Once…

Hello @[deleted], Welcome to the Atlassian Community! When it comes to mentioning, currently, this feature is not supported in the customer portal. With this said, customers can’t mention other customers or even agents in the comments. There is a feature request suggesting the implementation of this ability: Support…