Angélica Luz Atlassian Team

Hi Vonnie, Currently, there is no notification for Issue approved. The notification that a customer/user will receive is that the ticket was transitioned from "Waiting for approval" to "In progress" or "Cancelled", for example, so they will know if the ticket was approved or declined. We have a feature request suggesting…

Hi Fernando, Currently, it's not possible to customize agent notifications. We have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDCLOUD-5425 Please, make sure to watch and vote to receive updates about the feature. I'm sorry that we can't be more helpful on it.…

Hi Johan, Just for us to better understand and help you with this issue, if possible, can you please send us a screenshot of where this date format is appearing? Also, can you send us the steps you are following when adding the start date? I tested on a test instance and it works, so perhaps you are following different…

Hi Andrew, When you have more than one sprint active at the same time in the same project board, you'll have to select which sprint you want to close at the drop-down. If you leave it selected to display all the sprints Jira is unable to determine which sprint will be closed. You can find more information in the…

Hi Itai, The Portfolio menu appears in the sidebar as the image below: If you are not seeing the option, you must check with your administrator if you have the correct permissions to access Portfolio and if the add-on is still valid on your instance, because if the license is invalid, the option will not appear in the…

Hi Mark, Just for us to better understand and help you with this issue, can you please let us know what browser are your customers using? Is it affecting all customers? Can you please ask them to test using another browser? Regards, Angélica

Hi James, I'm really sorry to say, but it's not possible to change usernames in Jira Cloud, and now the usernames are also being deprecated and not possible to view on User management. The only workaround could be changing the usernames in the database, but it is a Restricted Function in Jira Cloud. I'm sorry that we can't…

Hi Karan, I've checked in a test instance and also searched for features related to this, but on Jira Cloud, there is no option to add a description for the option on a "Select list" custom field. Also, if there was this option, I believe that it would be available for everyone, it would be not possible to restrict to…

Hi Nancy, I've tested on different test instances and also an old version of Jira Server and the search only works with the "starts with" and not "contains". Searching for similar cases with our support, we had only one customer that faced the same issue, but it was in January 2017, so if it worked previously, it was a…

Hi Luciana, I've checked and indeed he has a subscription with Atlassian access. I haven't accessed your instance, but if the domain is verified and he is an administrator of the organization, he can access the link admin.atlassian.com and I believe that he subscribed Atlassian access to be able to use SAML, two-step…

Hi Alok, You can create a notification scheme for this specific project and add the users that you want to receive the notification for issue created, issue updated and all other types of notifications available on Project settings > Notifications. These notifications are system notifications, so it's not possible to…

Hi Natalie, I saw that you opened a ticket with our support related to the same issue, so I'll be watching the ticket and once it's resolved, I'll post the resolution here as well. Regards, Angélica

Hi Melissa, Just for us to better understand and help you with this issue, can you please let us know how are you exporting this report? Is the report exported directly in a Jira project or from some add-on? What is the report type and what type of project is it (Software, Business or Service Desk)? Regards, Angélica

Hi Rahul, Currently, it's not possible to add or remove custom fields from Jira notification email. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-62256 Please, make sure to watch and vote to receive notification about the feature. I'm sorry that we…

Hi Will, Currently, when using the new issue view, it's not possible to link an issue to a Confluence page. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-69973 For now, you must open the ticket through Issues and Filters > Search issues and find the…

Hi Milou, Sprints are visible only for licensed Jira Software users, and it's possible to see information about sprints only internally. That's why the field is hidden in the portal, because customers don't have a license and also the portal does not support Jira SW fields, because it's restricted for internal users.…

Hi Alexander, This issue happens because the file name is the same and most of the times, customers paste image/attachments directly to the body of the mail instead of saving and then attaching on the email/ticket. We had a bug about this, but our developers closed it because it was not considered as a bug:…

Hi Matthew, Currently, it's not possible to configure the order of the emails and also if it should be combined or not. We have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDSERVER-4700 Please, make sure to watch and vote to receive notifications about the feature:…

Hi Pavani, When you go to the project reports and try to add the custom field using the advanced search, does it show? Are you facing some error when trying to add a custom field created by the add-on? I've checked the information on the Profields' page on our marketplace, and it shows that it's possible to create reports…

Hi Mohamed, Anonymous access allows everyone to access a space, it means that people that are not part of your instance will be able to see the space. The steps of the article above show a way to restrict it, so only users and customers that have access to our service desk project will be able to see the space. Regards,…

Hi Bruce, Yes, it's possible for the user to use the same email address on multiple instances with GSuite. As you will use GSuite, you can check the documentation below to know how to connect with GSuite: - Enable or disable G Suite integration Also, please check our FAQs: - G Suite FAQs Regards, Angélica

Hi Dimitar, Please, go to the Custom fields' page and on the desired field, click on ... > Screens. On the next page select the desired screens and "Update". After that, go to the Project settings > Request types > Select "Edit fields" on the request type that you want this field to show > Add a field > Select the User…

Hi Dirk, The widget was implemented to open request from any other website and it's basically a portal, but smaller and with less information. So, as it's the same as the portal, it's not possible to get information before the ticket is created, because Jira will get their email once the ticket is created. If you need…

Olá Moises, Claro, sem problemas. Caso tenha alguma dúvida, por favor nos informe. Angélica

Hi Lynn, I've tested on my test instance using two approval status and different approvers for each one, and when checking the portal or using the JQL Approvals = myPending() the ticket still shows waiting for my approval. I tested because I wanted to confirm and indeed this is a bug: -…

Hi Camille, The functionality to display HTML content was removed from Jira due to security reasons, so currently it's not possible to add a clickable link on field's description because this field does not have a Wiki Markup renderer. We have a feature request suggesting the implementation of such ability: -…

Hi Bruce, Thank you for the details. Yes, you can use the Google Auth on three or more instances. It's possible to use the same GSuite in different instances, you just need to split your users into different groups to sync on each instance the correct users. The admin.atlassian.com is only for SAML, so you don't need to…

Hi @scott norris, I saw that the ticket was already resolved and the issue was related to a conflict with the access pilot that an admin has initialized. If you need further assistance, please let us know. Regards, Angélica

Hi Dimitar, Jira Service Desk supports all custom fields, except Group picker, project picker and version picker. - https://jira.atlassian.com/browse/JSDCLOUD-86 Groups are accessible to internal users, it's a private information, so it's not possible to allow customers to see this information. Related to the "User…

Hi Michael, I tested the same endpoint on my test instance and it works correctly. In this case, I used a test issue where I'm a reporter and assignee. I would like to know if the user that is using this API is a collaborator of the issue (reporter, assignee, participant) because even though he is an administrator, he must…