Angélica Luz Atlassian Team

Hello @Michael Gomes, Thank you for reaching out to Atlassian Community! The error "The message was rejected because it was sent from JIRA" means that notifications are being sent to the project mail handler and it’s rejected because it’s from Jira itself. Currently, the Email processor under the Global Mail Settings will…

Hello @Srikanth Ganipisetty, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket…

Hello @Rinat Balot, Welcome to Atlassian Community! On Jira Service Management, currently, it’s only possible to organize the request types in Groups. I understand that you would like to add a sub-group to better organize the request types, but there is no option for that at the moment. There is a feature request…

Hello @László Kocsis, Thank you for reaching out to Atlassian Community! In Jira Service Management Cloud, customers can opt-in and out from notifications based on each ticket. There are no options for them to disable all notifications. With this said, if a customer disabled the notification of specific tickets, they need…

Hello @[deleted], Thank you for reaching out to Atlassian Community! The ITSM projects have different workflows, so when creating an ITSM project it will create specific Issue types and it has the [System] in front of its name to differentiate from other existing issue types. If you go to Cog icon > Issues > Issue types…

Hello @Stephen Solomon, Thank you for reaching out to Atlassian Community! When it comes to default reports, currently, it’s not possible to delete, hide or change permissions. There are feature requests suggesting improvements for that: Option to make customer satisfaction report available to only admins Add Configurable…

Hello @0x0mtn, Thank you for reaching out to Atlassian Community! Checking the logs of your site, I couldn’t find anything specifically related to Workflow. Can you please open the developer tools on your browser and check on the console tab if it shows any other error when you follow those steps? I found similar cases,…

Hello @Stephen Villegas, Welcome to Atlassian Community! When adding an issue key to a comment and press space or enter, it will be automatically changed to a link and currently, it’s not possible to disable that. There is a feature request suggesting the implementation of this ability: Allow disabling of issue key links…

Hello @Francesco Zoino, Welcome to Atlassian Community! Testing on my local site, I was able to replicate the same issue if I change my profile language to Italian or other languages (tested with Portuguese and Spanish as well). Somehow, canceling the subscription will only work if you type the word in English. It’s not…

Hello Suelen, Welcome to Community! After following the steps of the documentation Ajay shared, in order to access CSAT comments and ratings, you can go to Reports > Customer satisfaction. Then, on “Show” you can filter by past X days, past quarter, past year, or using a custom range. Kind regards, Angélica

Hello @Cody Eberhardt Thank you for reaching out to Atlassian Community! When using the automation to add comments, it’s possible to create a rule to copy new comments added to the original ticket (Service Management) and add them to the cloned one (Software). For that, it’s important that both tickets are linked. When…

Hello @upto you, Welcome to Atlassian Community! When it comes to project Roadmaps, currently, it’s not possible to show Epics and Child issues from multiple projects. Once you enable the Roadmap on a project, even if the board filter shows tickets from other projects, it won’t reflect in the Roadmap. Also, there is no…

Hello @ccassidy, Thank you for reaching out to Atlassian Community! There were some changes on how attachments are added to Jira Service Management tickets. Now, the icon is directly on the comment box, but for an attachment to be visible in the customer portal, it’s necessary to add it as a public comment. If an…

Hello @Keerthana P, Thank you for reaching out to Atlassian Community! When a user is deleted from the site, their work such as projects they created, comments, configurations, won’t be deleted. It will show their name as “deleted” or “former user”, but projects they created will not be deleted from the site. A project is…

Hello @Phillip C, Thank you for reaching out to Atlassian Community! Checking your use case, it seems that the email information is taking a while to be populated, that’s why when using the “Issue created” trigger is not working. What I’m trying to say is that, when the issue is created, the field is yet not populated, so…

Hi @Pétur Björn, It’s necessary to add a post function to the workflow to clear the Resolution field. Please, go to Project settings > Workflow > Click on to edit the desired workflow. Then, using the Diagram mode, click on the Reopen transition and select Post functions. Add a new post function > Update Issue Field. After…

I’m glad it worked! Regarding the resolution date, a ticket is only considered resolved when there is a resolution. If a ticket is moved to a Closed status but with no resolution, for Jira, it will still be considered as open. When a ticket doesn’t have a resolution, it will show only the information “Created” and…

Hello @Laura Snoeij, Thank you for reaching out to Atlassian Community! The Customers involved in the notification are all customers that opted in to receive notifications. When a ticket is shared with an Organization, customers from the org will receive a notification informing them that it was shared and that they need…

Hello @Wendy Sachen, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know where she is trying to mention other users. Since she has access to Confluence and Jira Software as well, may I know if the issue also happens in these products, or is it restricted to…

Hello @Terry Zhang, Thank you for reaching out to Atlassian Community! When the email fails with this error it means that the person who is sending the email to Service Management doesn’t have permission on that project. Some people use a mail client with different email addresses and it happens that they reply to a Jira…

Hello @Даниил, Thank you for reaching out to Atlassian Community! When it comes to Jira Service Management tickets if the person who is replying to a notification doesn’t have permission to comment on the ticket, a new one will be created. With this said, if the person is not the reporter, request participant, or member of…

Hello Matheus, Welcome to Atlassian Community! When creating a ticket via email, it’s expected that the ticket will be created only for the first email address added to the “To”. With this said, all other email addresses will be ignored and only one ticket will be created. Also, using a mailing list is not recommended…

Thank you for the screenshots, Regina. I see that you and your team are using the old view, so I tested here using the old view and Firefox, but it downloads the .xlsb file correctly. Since this is affecting only a few users, maybe there is some extension on their browser causing this. Can you ask them to test using…

Hi @Pétur Björn, Thank you for reaching out to Community! This workaround is possible by using the Legacy automation and the new Automation, both in Jira Cloud. If you want to use the legacy automation (the one from the screenshot I shared back in 2019), please, go to Project settings > Automation > Legacy automation > Add…

Hi @dmullor73 gmail, This message appears when there is no transition from the current status to another one. In order to edit the workflow, you need to go to Cog icon > Issues > Workflow. On this page, find the workflow you need to edit and click on Copy. Once you do that, it will open the workflow in edit mode. Click on…

Hello @Dave Calkins, Thank you for reaching out to Atlassian Community! On the new issue view, when uploading a file or image, it will show all types of attachments that you previously uploaded to other Jira tickets or even on Confluence pages of any Atlassian Cloud site. On the old editor (Wiki Markup), it was possible to…

Hello Rachel, Welcome to Atlassian Community! When it comes to the customer portal and articles, currently, there is no workaround besides allowing the customer to view the articles directly in Confluence. They can view it without a Confluence license, but it will require to migrate their accounts to Atlassian account: How…

Hello @Jacek Paweł Drewniak, Welcome to Atlassian Community! Searching for blocks and bounces related to your email address, I found the one below: 550 Your host is not allowed to connect to this server. This type of error is not something we can fix on our side. The emails are being sent, but the server is blocking them.…

Hello @Anastasia.K, Welcome to Atlassian Community! The issue that you are facing is a known bug that affects only Chrome. 'Reported issues' button doesn't work on Chrome Please, click on “This affects my team” and also watch so you will be notified when the bug is fixed. For now, the workaround is to use another browser…

Hello @[deleted], Welcome to Atlassian Community! On the new issue view, currently, the only way to reference an attachment in the comments is by adding them using the “Files & images” directly in the editor. The format [^Example.xlsx] works on the old editor (Wiki Markup) and on this new editor (Markdown) it’s not going…