Angélica Luz Atlassian Team

Hello @Kyle Ouellette, Thank you for reaching out to Community! When it comes to an incoming email, currently, the only way to check if it failed is through the logs. No notifications are sent to the project admin or the customer to inform them that the email failed to create a ticket. Also, since the ticket is not…

Hello @Ivan Shigalo, Welcome to the Atlassian Community! I saw that your site admin created a ticket with our support related to the same question and they are already investigating what is causing it, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two…

Hello @PhilSpo, Thank you for reaching out to Atlassian Community! When adding the Priority field on the form for the customer to select, it will be visible on the “Customer request form” and consequently, on the description area on the agent view. With this said, if the priority is visible to customers, it won’t be…

Hello @[deleted], Welcome to the Atlassian Community! It’s possible to use the same account on different Jira sites. In this case, your client that owns the other Jira must invite you and add you to the groups that give access to Jira. Please, reach out to your client and if they are not the site administrator, then they…

Hello Adam, Thank you for reaching out to Atlassian Community! In Jira Service Management, it’s possible to allow customers to submit tickets without logging in, but in order to view the ticket, they must. Also, in order for other customers to view tickets, they need to be a participant or member of an organization the…

Hi Paul, I’m glad that it’s working again On Jira Cloud, currently, it’s not possible to view the outgoing email logs and we use a different tool to remove the bounces and blocks, it’s not directly in Jira. There are feature requests suggesting improvements for that: Provide an outgoing email logs Be able to track outgoing…

Hello @Niek Verkoelen, Thank you for reaching out to Community! I checked the API documentation and the templates to create next-gen projects (team-managed) are available. I just tested here and it works. The API can be found here:…

Hello @Ignacio Vera, Thank you for reaching out to Atlassian Community! Opsgenie is already integrated with JSM. With this said, you can access it by going to Incidents and click on the incident. It should show the option to open on Opsgenie: You can also access it by going to “Alerts” on the left sidebar: And also…

Hello @Rodriguez, Jhon Ronald, Thank you for reaching out to Atlassian Community! There is no problem with using an app for customers to use the portal. I just suggest checking the comments and confirm if it’s a good option for your customers. Instead of the app, they can also access the portal using the mobile browser.…

Hello @Ben Clayton, Welcome to the Atlassian Community! The Quick links is a different gadget and indeed doesn’t have the option to configure. There were some feature requests suggesting this, but it was closed as “Won’t fix”: Custom Quick Links and Summary on Dashboard configurable quick links ( like assign to me ) to set…

Hello @Ruechaporn Jansuwan, Welcome to the Atlassian Community! I can see that in one of your sites Confluence was removed. If you are still facing this issue, can you please let us know if you tried removing using another browser? Maybe there is something blocking it from loading, so it’s important to test using another…

Hello @Paul Gautier, Thank you for reaching out to Community! The issue was indeed related to the bounce list. I checked the email address on our tools and there was a bounce due to the following error: 550: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1…

Hi @Macylene Jongwe, You will be able to view the reports only if you have a Service Management license. In this case, it would be necessary to subscribe to Jira Service Management, but only 3 users can be part of the group jira-servicemanagement-users, so you can use the free version. It seems that the group is still…

Hello @Erik Vanderstraeten, Thank you for reaching out to Atlassian Community! ​​I saw that you created a ticket with our support related to the same question and they are already helping you, but I would like to share some details with you as well. When customers are allowed to create their own accounts and the customer…

Hello @priyanka, Thank you for reaching out to Atlassian Community! When it comes to sharing a dashboard, currently, it’s only possible to share with groups and roles that you are part of. So, for example, if you are a member of the group jira-servicedesk-users, you can share the dashboard only with this group. Also, if…

Hello @[deleted], Welcome to the Atlassian Community! The feature to switch between relative and absolute date/time in Jira was implemented recently. You can find the details on the feature request below: Enabling Absolute Date/Time for JIRA issue view When the date of the action is <= 7 days ago, you’ll be able to switch…

Hello @Aghiles, Thank you for reaching out to Atlassian Community! The settings to change the outgoing email of JSM projects are different and it’s done directly in the project, but first, it’s necessary to verify the email and configure SPF and DKIM records. For more information, please check the documentation below:…

Hello @Jeff Warren, Thank you for reaching out to Atlassian Community! On Jira, all the available calendars only work specifically for the projects and tickets created on the projects, it’s not possible to sync with external calendars. For more information about the calendars, please check the documentation below: Jira…

Hello Jason, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different…

Hello @Вячеслав Сосновский, Welcome to the Atlassian Community! Testing the endpoint on my end directly on the browser or using the terminal, works normally, without any delay. Can you please test it on the browser as well to test if it works? Have you tested using another tool or only Fiddler Classic? Kind regards,…

Hello Gabriel, Welcome to the Atlassian Community! On Jira Service Management it’s possible to add different languages, so customers can view the portal and receive notifications in their preferred language. Please, go to Project settings > Language support and add the desired languages. Then, you will see the sections…

Hello @shakeem, Welcome to the Atlassian Community! Checking the email logs from your site, I can see that the notifications were delivered. Only one was bounced back (a gmail.com) and I removed the bounce, so the customer should receive notifications now. When did you invite them? I’m asking because I checked the logs…

Hello @ext_jepodola, Thanks for reaching out to Community! On Jira Service Management, currently, there is no built-in feature that allows storing templates for replies. There is a feature request suggesting the implementation of this ability: auto reply template feature Please, click on vote and also watch to receive…

Hello @ext_jepodola, Thank you for reaching out to Atlassian Community! When customers are added to an organization and share the ticket with the organization, all customers added to the org will receive a notification informing them that the ticket was shared, and then, they will be able to view the ticket in the portal.…

Olá Guilherme, Obrigada por entrar em contato com o Atlassian Community! No Jira Service Management, podemos vincular somente um Tipo de solicitação ao canal de e-mail e dois caso queira utilizar tanto o endereço de e-mail automaticamente gerado pelo Jira e um e-mail personalizado. Para trocar o Tipo de solicitação da qual…

Hello @Hideki Kato, Welcome to the Atlassian Community! Testing on my local site, I was able to replicate the same issue. When changing the dates, instead of showing "午前" or "午後", it shows AM or PM, that’s why it shows the error. This is a known bug. You can find more details on the ticket below: Unable to start sprint in…

Hi @Nikita Shrestha, On OpsGenie alerts, there is a tab called “Notes” that shows the Jira comments, but it’s only for each alert. Integrate Opsgenie with Jira

Hello @tom.francis, Thank you for reaching out to Atlassian Community! The documentation that you shared applies only to Jira Server and Data Center. In Jira Cloud, currently, it’s not possible to modify/customize email notifications. Only Jira Service Management has this functionality, but it’s only for customer…

Thank you for your feedback, @Reuven Jackson. Team-managed projects are more simple, so there are many functionalities that are available on company-managed that weren’t implemented or won’t be implemented in team-managed ones. Currently, it's not possible to split issues and there is a suggestion for that: Ability to…

Hello @大野啓太郎, Welcome to Atlassian Community! When it comes to filtering tickets on the Backlog, currently, the quick filters won’t be applied to the Epics on the Epics panel. There are feature requests suggesting improvements for that: List of Epics may get very long, we would like to see some filtering capability quick…