Angélica Luz Atlassian Team

Hello Kyle, 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 already investigating the issue, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms,…

Hello @Chad Cox, Thank you for reaching out to Atlassian Community! Checking some similar cases, the issue might be related to some post function on the workflow and not related to captcha itself. Is it happening only on the “Access to AssetCare” form or on any form? Is it happening to all customers? Please, open the…

Hello @Jean-François DAVID, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that Jira Service Management is not active, it was removed, that’s why the portal is not working and you can’t access all the menus from the project settings. An email was sent to you on June 24…

Hello @IT Support, Thank you for reaching out to Atlassian Community! When a ticket is created via email, the Issue Request created notification will be sent separately. Currently, there is no configuration to make the notification a reply instead of a new email/thread. There is a feature request suggesting improvements…

Hello @Vishal Zanzrukia, Thank you for reaching out to Atlassian Community! On Jira, in case you are using company-managed projects, the notification scheme can be shared between them. With this said, if you are receiving notifications of other projects, maybe a group you are a member of was added to the notification…

Hello @Supakij Ngamwongpaiboon, Thank you for letting us know. There is a bug related to the issue that you are facing and the fix is being implemented. Identify the correct Issue for incoming E-mails from unknown users The last update was three days ago and you can participate in the early access. We are planning to…

Thank you for the details, @Sahar Bouzari. Yes, it’s possible to link both sites/organizations using Application Links. Use AppLinks to link to Atlassian products You need to be an administrator on both sites in order to follow the steps below. Let’s use as an example site1.atlassian.net and site2.atlassian.net. On site1,…

Hello @Yann Tronel-peyroz, Welcome to Atlassian Community! When creating a ticket or using any other REST API endpoint, it’s necessary to use email address + token, even if the project permission allows anyone to create a ticket. The create issue API is basically a “Raise request on behalf of”, you need to be authenticated…

Hello Ruben, I saw that you created a new post related to this issue, so I posted the answer there. Kind regards, Angélica

Hello Ruben, Welcome to Atlassian Community! I can see that you have two Jira Service Management sites, so I would like to confirm which is the affected one. Can you please let us know if you are facing issues on the site where the URL starts with “sa” or “team”? Since the first step is to try to uninstall and install the…

Thank you for the details, Kojo. What is the type of the field “Review/Exchange Type”? There is a bug related to the Select List custom field, so in case “Review/Exchange Type” is a select list, that might be the cause. Jira macro can't list issues when there's a Select List custom field listed Can you remove this field…

Thank you for testing, Richard. If the customer is still receiving notifications after selecting the issue security, then the specific email address has one of the following permissions: Project Role (Administrators) Project Role (Service Desk Team) Group (jira-servicedesk-users) Group (administrators) Application access…

Hi @Kirby Bryant, There was a bounce due to the same error again: 550: 550 5.1.1 Requested action not taken: mailbox unavailable I removed and the notifications should work now Kind regards, Angélica

Hi Jay, Yes. Page restrictions are not available on Confluence Free. All pages are open for any logged in user. Kind regards, Angélica

Hello @Sahar Bouzari, Welcome to Atlassian Community! I’m not sure I understood your request correctly, so I would like to know more details. In the title, you mentioned customer accounts, but both of your sites don’t have Jira Service Management, only Jira Software, so I would like to confirm what do you mean by “customer…

Hello Joel, Welcome to Atlassian Community! Thank you for the details. This issue might be related to the network and not Jira or browsers. I had a similar issue a while ago and it was my internet provider blocking access to servers outside Brazil. With this said, it would be important that your team member tries to access…

Hello @Maiwand Hussain, Welcome to Atlassian Community! When this message appears, it can be related to the customer already being created on the ticket, but inactive or they already have permission to the project. Can you please ask your site administrator to go to Cog icon > User management > Jira Service Management and…

Hello @Lawrence McGuire, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that there are many users with the email domain ****.biz, but they are inactive. What might be happening, in this case, is that you are trying to invite a customer that has an inactive user account.…

Hello Jamie, Welcome to Atlassian Community! The last update was posted last year from our product manager Ivan: Hi everyone, Thanks for voting and commenting on this issue. We will keep reviewing this and appreciate your engagement. Unfortunately, we have not been able to start working on this yet, so it's not possible…

Hello @Muhammad Kashif Khan, Welcome to Community! Checking your email here, there were two bounces due to the following error: 550: 550 Invalid recipient ...@... (#5.1.1) Both were removed and the notifications should be delivered now. Please, take your time to test and let us know how it goes. Kind regards, Angélica

Hi Mike, Thank you for the details. This is actually expected, agents can only mention other agents or the customers that are active in the ticket, so once they make a comment they are “eligible” to be mentioned. There is also a feature suggesting to change that: Unable to @mention Customer or Request Participant

Hi Dani, I’m sorry for the misunderstanding, I thought you needed the automation to run from 8 am to 6 pm every day. We checked here and found out that it’s not possible to do what you need with only one rule, it will be necessary to use three. The first one will work for Mondays, it will start at 08:00 and end at 22:00: 0…

Is the email listed as an internal user on Cog icon > User management > Users? If this email is used as the reporter of the ticket, then it has permission on the project, now it’s necessary to find where is it listed to confirm exactly what is the permission of this specific email address.

Hello Ricardo, Welcome to Atlassian Community! According to the error, it seems that the ticket doesn’t have a request type. Can you please let us know if the ticket has a valid request type? Is the request type visible in the customer portal or is it hidden? Is the ticket on a status that requires approval? If possible,…

Portal only accounts are the ones listed on Cog icon > User management > Jira Service Management: All active customers listed on this page can only view the portal and will only receive customer notifications. The reporter of the ticket (the customer that created the ticket via email) must be someone that is listed on the…

Hello @Bradley Kirkland, Welcome to Atlassian Community! On Jira Cloud, it’s possible to hide projects from users, but even by changing some permissions, any Jira administrator can access and modify the permissions of the project and then, view the tickets and sprints. I can see that you are using Jira Software free, so in…

Hello Fermin, Welcome to Community! There were two bounces on your email address: 550: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1 https://support.google.com/mail/?p=Disabled... - gsmtp Both were removed and the notifications should work now. Please, take your time to test and…

Hi @gfernandez, The resolution is a system field, so it should already be on the screen, but if it isn’t required when closing an issue, then it might be empty and when it happens, the survey is not sent. It only affects company-managed projects, the resolution field is not available on team-managed ones. If you are using…

Are you testing with a portal only account? When testing customer automation, it’s important to use a personal email or another email that doesn’t have any admin or agent permission. If you are using your own admin/agent account, then it’s expected that you will receive the notification, since you are part of those…

Hi Richard, You need to follow the steps of my previous response to create the security scheme. Note that you as an agent/admin will receive notification, but the customer won't. This is how it will look like: To create issue security, go to Cog icon > Issues > Issue security schemes > Add issue security scheme and create…