Angélica Luz Atlassian Team

Hello @David Choi, Thank you for reaching out to Atlassian Community! The “Learn more about” is based on the Knowledge base categories. With this said, the only way to remove this option is by removing the categories. This option can be found on Project > Knowledge base. For more information, please check the documentation…

Hello @atarab, Thank you for reaching out to Atlassian Community! Your teammate Noa raise a similar question last week and I shared what would be the best option for this case: configure agent view If you have any other questions regarding this matter, you can let us know here or on the other thread. Kind regards, Angélica

Hi Serge, Thank you for the information. I’m not sure if it will work in this case, since it’s not the Service Management mail handler. The best option would be to contact JEHM support, they will know better how to set the reporter correctly. https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1 I saw that…

Hello Ken, Thank you for reaching out to Atlassian Community! When new Jira Service Management projects are created, some automation rules are also created by default (Legacy automation). One of the automation rules has the functionality to automatically update the status once a comment is added, for example, when a…

Hello @Heeo(히오, 장희원), Welcome to Atlassian Community! The issue that you are facing is related to a bug where the Table of contents is not being rendered in preview mode: Using page preview does not render Table of Contents macro Please, click on “This affects my team” and also Watch the bug below to receive updates about…

Hello @Bart Noels, Thank you for reaching out to Atlassian Community! The customer portal is a place where customers can access it in order to create requests and view the knowledge base. As per your request, I’m afraid to say that with the built-in features in Jira it will not be possible to automatically create a ticket…

Hello Miguel, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support team and they shared with you that the behavior you are facing is actually expected since the Atlassian 2FA is different from Bitbucket 2FA. When enabling both is expected that it will be necessary to enter…

Hello @María López, Welcome to Atlassian Community! When a request type is hidden from the portal, customers won’t be able to create new tickets on that specific request type, but if they are the reporter of existing tickets, they will be able to view it on “My requests”. It also happens, for example, if an agent creates a…

Hello @Perrine HUVETEAU, Thank you for reaching out to Community and for sharing the screenshots. I can see that you deactivated the Atlassian account and not removed the account from the site. You need to remove them from the site as well. So go to the Administrators’ page and click on Remove and you can also check on…

Hey Noa, It’s possible to have request types hidden from the portal, so you can create a request type and associated it with the issue type and then just don’t add it to the groups. I understand that you don’t use the portal, but it’s not possible to delete or hide the portal, so the best option is to create a request type…

Thank you for the details, Bert. I was able to replicate the issue here. I created an account on the site that never logged in and the error appeared. There was a bug related to this error, but it was closed as “Not a bug” since it’s expected that you can’t suggest changes if the user never logged in. "Suggest changes" for…

Hello @[deleted], Welcome to Atlassian Community! On a Jira Software project, the avatars will only appear on the top of the board (sprints), backlog and roadmap if there are tickets assigned to them. Even if they don’t have any tickets assigned to them, they will be able to view a sprint, but their avatar will only appear…

Hi Serge, When using the Service Management mail handler, customer accounts can be automatically created, and also customers would be automatically added as the reporter and receive notifications since the ticket is created. I’m telling you this because as per the details, it seems that you are using the Jira Core mail…

Hi Alex, On next-gen (team-managed) projects currently, only the last column sets a resolution and a ticket is considered Resolved if it has a resolution. It’s possible to edit the workflow now, but still, only the very last column on the board is what will set the resolution. Manage how work flows in your next-gen project

Hi Serge, Is the hotline agent a person that creates the ticket or is it an automatic process? When creating a ticket on behalf of the customer, in this case, if it’s manually, it’s possible to create an account: Portal: Agent view (create button): Can we map the customer email field and copy the value to an other field…

Hello @Steve Brewer, Thank you for reaching out to Community! There were two bounces on your email address due to the following error: 550: 550 5.1.1 Requested action not taken: mailbox unavailable It was removed and you should be able to receive notifications again. Kind regards, Angélica

Hi @Courtney Watts, It’s possible to use Automation for that as well. The rule would be the one below: When: Issue commented If: matches - Advanced compare condition - {{comment.internal}} equals true Then: Edit issue fields - {{comment.body}}

Thank you for the information, Fabian. My answer was actually based on the Cloud version because your question was tagged as Cloud. I tested now on Jira 8.15 and created a new Insight field, but it doesn’t show on Automation, so I'm afraid to say that it’s currently not supported on the Server version: Field value changed…

Thank you for sharing the screenshot, @TJPII. I tested on a new site and the place to disable the pages changed, I’m sorry for the confusion. When you hover the mouse over the “Project pages” an icon will appear and once you click on it, the option to disable the feature will appear. Please, give it a try and let us know…

Hello @Bert Hutzler, Thank you for reaching out to Atlassian Community! Testing on my local site, I added a new name and email to test the Suggest changes, but the email was sent and no error appeared. Can you please let us know if you are trying just to suggest the user change the full name or both full name and email? If…

Thank you for the information, @Baris Mutlu. Searching for similar cases, I found out that the issue that you are facing is related to a bug: Workflow Triggers record anonymous users when performing a transition Currently, there is no workaround for that. Please, click on “This affects my team” and also watch the ticket…

Hi @noa harel, When an issue type is not linked to a request type, currently, it’s not possible to edit the agent view. There is a feature request suggesting the implementation of this ability: Allow editing issue layouts of issue types without request types Please, click on vote and also watch the suggestion above to…

Hello @Alex, Thank you for reaching out to Atlassian Community! When it comes to Widget customization, I’m afraid to say that it’s not possible to make the Widget open on specific pages. The Widget is an embedable that allows customers to create tickets on a specific project and they can also read articles, but it will…

Hi @serge calderara, If the portal is open to anyone to create tickets, then the notification will go to the email the customer added. The account will be created at this moment and the customer will receive the notification that the ticket was created. If the customer creates a ticket via email, then the reporter will be…

Hello Pedro, Thank you for reaching out to Atlassian Community! Testing on my local site, I was able to replicate the same issue. In my case, I changed the language to Portuguese as well and created some versions from the backlog. I’m able to add the dates normally, it shows the months in Portuguese (tested dates from…

Hello @Fabian Lim, Thank you for reaching out to Atlassian Community! Testing on a local site, we were able to select insight fields for the trigger “Field value changed”. The fields were from the type Asset and Insight objects: There are some feature requests suggesting this improvement, but it’s from 2018 and 2019, so it…

Thank you for testing, Philip. Since it’s working on a recently installed browser, then it could be related to some browser extension. We found some similar cases where it was the case, but the customers didn’t mention what extension was causing the issue. Can you please disable all extensions on Chrome or Firefox and try…

Hi @TJPII, Thank you for reaching out to Community! It’s currently, not possible to reset the Pages feature. If you don’t want to use the feature, on classic projects (company-managed), you can disable it by clicking on “Add item”: If you enable it again in the future, it will show the previously connected space, so before…

Thank you @John Funk. I didn’t find the field while testing, so I thought it was another custom field. The Work Description of the Time tracking feature is not a custom field that can be searched, so it’s not possible to add on the queue as well. @Courtney Watts, if you need to add only the last comment of the Work…

Hello @Jan-Pieter van den Heuvel, Welcome to Atlassian Community! I saw that you created a ticket with our support and they shared another feature request: quick filters on the backlog to apply to the Epics panel as well as the issues The features I shared here previously here are related to Roadmaps and Boards and not the…