Angélica Luz Atlassian Team

Hello Carlos, Thank you for reaching out to Atlassian Community and thank you for sharing the screenshots. It seems that you don’t have the permission to edit the issue and since the automation can’t edit the field as well, the atlassian-addons-project-access might not have the necessary permissions. I’m telling you this…

Hello Erika, Thank you for reaching out to Community! For a ticket to be visible in the portal, the first thing to check is the request type (if it’s a classic project). The request type is what makes it visible for customers and also what triggers notifications for them. If the request type is filled or if it’s a next-gen…

Hello Ryan, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know if you are facing this issue when accessing the profile on Cog icon > User management and selecting the user. Are they set as active there? Do they have access to the site and product access?…

Hello @GoAskChaz, Welcome to Atlassian Community! Testing on my local site, I wasn’t able to replicate the same issue, so I would like to know more details about your environment. Was there any change before this issue starting happening? For example, a new add-on. Have you tested using another browser or incognito mode?…

Hello Helen, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our Product advocates and they said that a Solution Partner would reach out to you. Did you receive their email? If they didn’t contact you, please, feel free to reopen the ticket or let me know and I can talk to the PA…

Hello @Ershad Sakkaki, Thank you for reaching out to Atlassian Community! Checking the documentation that you shared, I can see that it’s related to tokens to use Confluence Gadgets on external websites, but the question was posted in Jira Service Management and you also mention Jira in your question. Just for us to better…

Hello @Maroš Švihla, Thank you for reaching out to Atlassian Community! Testing on my local site, I wasn’t able to replicate the same issue. Both on the old and new issue view, it shows correctly. Note that, currently, the advanced doesn’t work on the new issue view. You can find more details on the bug ticket below: New…

Hello @Kiyosada Homma, Thank you for reaching out to Atlassian Community! The customer portal has some limitations when it comes to Confluence macros, some are expected that it won't work, but the Expand macro should, and the issue that you are facing was reported as a bug: Expand macros on KB pages are all expanded by…

Hi @Krijnuthda Vucharakaroon, Can you click on Edit and check if the To is set to Customer involved? Can you ask the participant to access the customer portal to confirm if the notifications are on? I don’t know if the customers have the same domain as you, but I searched for blocks and bounces on your domain and found…

Hi Bhavna, The PowerPoint macro doesn’t have many options, so it’s not possible to restrict slides. On Server, this option is available, but it was not implemented on the Cloud version. There is a feature request suggesting the implementation of this ability: Powerpoint macro - ability to present specific slide in…

Hello @Phil Borrell, Thank you for reaching out to Community! I know it has been a while since you posted this question and I can see that our support team is helping you with this request. Checking the ticket, I could see that this setting affected a lot your project and I got curious about this article. I searched here,…

Hello David, Thank you for reaching out to Community! I know it has been a while since you posted this question, but I’m adding a comment here just to share that I saw that you created a ticket with our support and the issue was resolved on February 12. The issue was related to a duplicated organization where the domain…

Hello @[deleted], Welcome to Atlassian Community! I saw that you created a ticket with our support regarding this issue and it was already resolved by removing the custom domain. If you have any other questions regarding this matter, please let us know or feel free to reopen the ticket. Kind regards, Angélica

Hello @Claire Scott, Thank you for reaching out to Community! Checking your email address on our tools, I found a bounce due to the following error: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [VE1EUR01FT041.eop-EUR01.prod.protection.outlook.com] I removed this bounce and the notifications should…

Hello Sungwoon Kim, Welcome to Atlassian Community! When it comes to URL customization, currently, this option is not available for Jira Service Management. The Portal URL in the portal settings is just to view and copy the URL in case you need to share it with the customer. The URL for each portal will show the ID of the…

Hello Russell, Welcome to Atlassian Community! The Issue Key is a unique identifier for issues. With this said, it's not possible to hide this type of information on the Roadmap. The only place where it's possible to hide the issue key is on the Filters > Advanced search. Other features don’t allow to remove or hide it.…

Hello @Buddhika Indatissa, Welcome to Atlassian Community! When it comes to customer access, currently, if we allow them to create their own accounts in the portal or sending a request via email, it will not be possible to approve or deny their accounts from being created. Anyone that goes to the portal or sends an email,…

Thank you for the details, @minsu.rauramo. I tried to replicate the issue today again in order to record a video, but it worked normally on Chrome and Firefox. Searching for other cases, I found a bug that is related to renaming a sprint, so I added an internal comment about the goal as well. Reading the details, I believe…

Hello @Saiyam Shah, Welcome to Atlassian Community! Checking the details of your account, I don’t see any organization linked to your email address. In this case, you need to reach out to the org admin for them to add you as an administrator. After you get the access, you need to create an API key directly in the org by…

Thanks for sharing, Jessica. When an agent creates a ticket on behalf of a customer, the notification will show the “From” using the agent’s full name and it’s not possible to change that. There is a feature request suggesting the implementation of this ability: Raising a request on behalf of the customer should generate a…

Hello @Karthiga Sethuraj, Thank you for reaching out to Community! I can see that you are a site administrator of a Standard Cloud site. With this said, please, reach out to our support on support.atlassian.com/contact and allow them to access your site. They will be able to access the organization in order to remove the…

Thank you for the details, Tuğba. I checked the logs from your site from February 8 to 20 and filtered them by invitation only. Only the email address dxxxn.kxxxxn@exxexxl.com there was bounce, which I already removed. All other invitations show as delivered. Below are some examples: Feel free to share with us the email…

Hello Delani, Thank you for reaching out to Atlassian Community! When searching for articles in the customer portal, it will show results based on keywords, and based on updated date. For example, if on the Confluence space there are 5 pages of How-To articles, then the customer or user searches for “How to…” in the…

Hello @Krijnuthda Vucharakaroon, Welcome to Atlassian Community! When using the option “Reply to customer”, all customers involved in the ticket will receive a notification. With this said, if there are participants and if it was also shared with an organization (if the member of the organization subscribed to receive…

Hello @minsu.rauramo, Welcome to Atlassian Community! Testing on my local site on a Classic and Next-gen project, after adding a new value on the sprint goal and clicking on update, the changes are shown on the backlog and it wasn’t necessary to refresh the page when using Firefox. When using Chrome, I can replicate the…

Hello Tom, Thank you for reaching out to Atlassian Community! Checking the logs related to the import, I can see that it failed due to the “Licensed exceed”. cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a com.atlassian.jira.bc.dataimport.identity.UsersImportService$WrappingCrowdException at…

Hello Luke, Welcome to Atlassian Community! Testing on my local site, I created a simple SLA for tickets of issue type Incident. Then, I created a new Service Request ticket and moved to Incident. The SLA worked correctly. After moving to Incident: Just for a better understanding of the issue, can you please share with us…

Hi @Jessica Jagpal, Thank you for reaching out to Community! For the comments to be added correctly to the ticket, as you mentioned, it’s necessary to use the customer notifications from the project, otherwise, it will create a new ticket. What can be done in this case, is to let the customer know that they can’t reply to…

Hi @[deleted], Thank you for the details. If the participant is replying to the customer notification that was sent from your reply to the ticket, the comment should be added to the original ticket. Can you please check on the mail logs if they are using the exact same email to reply to the notification? Are the tickets…

Hello Pascal, Welcome to Atlassian Community! When it comes to Atlassian access billing, only users who have access to products (licensed users) will count towards your bill. For customers to use SSO, they must have an Atlassian account, which means that their accounts must be migrated from portal-only to Atlassian account…