Angélica Luz Atlassian Team

Hello @[deleted], Thank you for reaching out to Atlassian Community! Testing on my local site, I created a ticket via email and then replied to a notification adding a photo or just using the option to attach a file, in this case, using Gmail. Both options added the images as a comment and it was visible on the portal. Are…

Hi Emy, To bulk edit issues, it’s necessary to go to Filters > Advanced issue search and filter the tickets where you are the reporter. Then, on the top right, click on … > Bulk change. Note that, this is a global permission so if you don’t see this option, it’s necessary to ask your Jira administrator to check on Cog icon…

Hi Michael, Thank you for testing. I confirmed with my colleagues that, OpsGenie added via Discover applications as I mentioned is a separate one. Your main site (the one with JSM) already has OpsGenie and you can access using the URL https://tsdconnect.app.opsgenie.com. Please, give it a try and let us know how it goes.

Olá @Juliano Gomes, Obrigada por entrar em contato com o Atlassian Community! Quando um usuário é adicionado como agente em um projeto de Service Management, ele também terá permissão para criar tickets via email, dessa forma não é necessário adicionar ele como cliente. Também não é recomendado que um usuário que tenha uma…

Hello Adriano, Thank you for reaching out to Atlassian Community! When it comes to variables, currently, it’s not possible to create global ones to use on different templates. There is a feature request suggesting the implementation of this ability: Global variables Please, click on vote and also watch to receive updates…

Hello @Flavien Gache, Thank you for your question! There is a bug on the new issue view where the time tracking settings are not respected. I tested here on the old view and if using the same configuration as you shared, it works and shows the Original estimate in Days, but on the new view it will show in Weeks. New issue…

Hello @Andreas Pfeiffer, Thank you for reaching out to Atlassian Community! Checking the logs of your site, it shows errors related to authorization: Error contacting remote application at 'https://jsd-widget.atlassian.com/installed' 401:[Unauthorized]:{"status":401,"error":"None","message":"","timeStamp":"Sat Jun 12…

Hello @Neha Sachan, Welcome to Atlassian Community! When it comes to authentication for Jira Service Management Cloud API, it uses the same authentication method as Jira Cloud as mentioned in the documentation below: https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#authentication Here in Community, we…

Hello @iqubal_khan, Welcome to Atlassian Community! It looks like you're running into an existing bug. For more information, please check the ticket below: Clicking on the Summary of a child issue will copy the value to its parent when navigating back through the breadcrumb Please, click on “This affects my team” and also…

Hello @Suriyanarayanan, Welcome to Atlassian Community! When users need to access the customer portal, for example, users that have access to Jira Software or Confluence, they can’t use the portal because they already have an Atlassian account. If they create an account on the portal, they will have duplicated accounts…

Hello Paul, Welcome to Atlassian Community! The Time tracking functionalities such as Time Spent (Log work) are not available for bulk change. There is a feature request suggesting the implementation of this ability: Ability to log time to issues in bulk Please, click on vote and also watch to receive updates from our…

Hello @Michael Moyse, Welcome to Atlassian Community! In order to add OpsGenie to an existing site, it’s necessary to access Jira and go to Cog icon > User management > Discover applications. On the details of your site, I can see two OpsGenies, but none under the first domain you mentioned. If you haven’t used the…

Hello @Wolfgang Wernig, Welcome to Atlassian Community! 1. Is it possible to customize the project roadmaps? The Roadmap on Jira Software projects is basic. The features and customizations available are listed on the documentation below: Enable the roadmap If there is specific customization you need, please share with us…

Hello Henrique, Thank you for reaching out to Atlassian Community! Checking the details of your site, I saw that you were able to log in today and created a ticket with our support team. If you face this issue again, the best option is to contact our support team on support.atlassian.com/contact, since from Community there…

Hello @Anil kumar kambhampati, Welcome to Atlassian Community! In order to disable product suggestions, as a Jira administrator, please go to Cog icon > System > General configuration. At the bottom of the page, there is an option called Turn off product recommendations, so click on it and you will be redirected to another…

Hi Rob, It's not possible to configure it globally. There is a feature request I created back in 2019 suggesting this option, but it's still on Gathering Interest. - Set Dashboard as the default landing page for new users For now, users will have to change it directly on their profiles. Kind regards, Angélica

Hello @Emy Paul, Welcome to Atlassian Community! Since you are using two different accounts, it means that both emails are linked to an Atlassian account. Currently, it’s not possible to merge accounts, and as you are working with two different emails, if you delete the Atlassian account of your personal account, for…

Hello @Supakij Ngamwongpaiboon, Thank you for reaching out to Atlassian Community! When a customer replies to a notification and instead of adding a comment, a new ticket is created, it means that the person who replied to the notification doesn’t have permission on the ticket. Only the reporter, request participants, and…

Hello Felix, Thank you for reaching out to Atlassian Community! The Free text field uses the same editor as the comment and description (Markdown) and that’s the default editor on the new issue view. Previously it was the Wiki Markup, so it was possible to add a URL directly without formatting it. On the new editor and…

Hello @Blythe Hendrickson, Thank you for reaching out to Atlassian Community! When it comes to Customer notifications, attachments will show as an inline preview, but when the customer clicks to open a file, they will be redirected to the customer portal to log in. Currently, that's the only way for customers to view and…

Hello Terry, Welcome to Atlassian Community! When an email is already associated with an Atlassian account, it will not be possible to use it for another Atlassian account, that’s why you are receiving this error. To change the email of your Atlassian account it will be necessary to use an email that doesn’t have an…

Hello Olive, Thank you for sharing the results of your test. Checking internally with my colleagues, we were able to find internal documentation that confirms what you said. What I said is not correct. It does change the calendar in Jira if changing the timezone on the OS, but it’s not directly related to the…

Hello @Jonathan W., Thank you for reaching out to Atlassian Community! Testing the app here, I didn’t find the option to enable the Epic panel and there is no information on the “What’s new” page about this feature as well. Based on your question, I created a suggestion ticket for that: Ability to view Epic panel on Jira…

Hello @Boniface Kamau, Thank you for reaching out to Atlassian Community! It’s possible to do that using the Automation that will verify if the ticket was created via email and assign it to an agent. To check if a ticket is created via email, you need to use the JQL condition below: request-channel-type = email Here is an…

Hello Ron, Welcome to Atlassian Community! On Jira Service Management, there is the Help center that is the main page and the portals are each project. The logo must be a small icon because it will show on the top of the portal and on the emails. Here is an example of how it looks: If you are facing issues with a specific…

Olá Jonas, Obrigada por entrar em contato com o Community! O campo de anexo é padrão do Jira, então ele deve estar presente em todos os projetos. Apenas para clarificar, quando você diz que não consegue visualizar significa que não aparece nenhuma informação no ticket ou o anexo apresenta algum erro ao abrir? Você está…

Olá Jonas, Obrigada por entrar em contato com o Atlassian Community! Quando um novo projeto de Service Management é criado, dependendo do template utilizado, os fluxos de trabalho e a automação para transicionar o ticket automaticamente quando o cliente ou o agente adicionam o comentário já são criados também. A automação…

Hello @Rob Horan, I have good news There is a new option on Personal settings to select the landing page. Go to your Profile picture > Personal settings and select Dashboards on "Your Jira homepage". There is no global configuration for this, so in case other users also need it, each one will have to change their own…

Hello Nicole, Welcome to Atlassian Community! On Jira, there are no restrictions when it comes to the image format. First, please, check the attachment size limit on Cog icon > System > Attachments. The error you are facing usually occurs when the file exceeds the limit. If that’s not the case, can you please let us know…

Hello @Olive Sun, Thank you for reaching out to Atlassian Community! The Releases/Versions date and time are actually based on the computer’s timezone. I tested on my local site by changing the system timezone (Cog icon > System > General configuration) and there were no changes on the release. Then, I also changed my…