Angélica Luz Atlassian Team

Hello Erika, Thank you for reaching out to Atlassian Community! The customer portal is limited when it comes to customization, but the good news is that soon more options to filter will be available. Cloud Roadmap Redesigned ticket view Support for layout flexibility and customized groupings of fields, which will allow…

Hello Mark, Welcome to Atlassian Community! The error that you are facing appears to be a known bug where if we click on "Add" without any text on the dialogue or without clicking on the "Create" label first, it will show the GraphQL error. Adding label produces GraphQL error: Unexpected HTTP status 500 Please, click on…

You can use an automation rule to update the watcher's field when an issue is updated. As a project administrator, go to Project settings > Automation to create a rule like the one below: Hope this helps!

Thank you for the details, Mustafa. Can you please let us know if you are using a Classic or a Next-gen project? I'm asking because, on next-gen projects, since it's an independent type of project, the custom field created on System > Issues > Custom field, won't be available for next-gen. The custom fields must be created…

Hi Jason, It's not necessary to add them as a customer first. If they already have an account as a customer, the best option is to migrate this account in order to give them access to Confluence. If their account doesn't exist, then invite them as a user, add them to Confluence and then, add them to the Service Management…

Thank you for the details, @Amit Anand. In case users are on an internal directory, then to move them to a new instance, it will be necessary to create a backup and migrate the entire instance to a new one. If users are on an external directory such as LDAP or Crowd, then you can connect the directory to the new instance.…

Hello Jim, Thank you for reaching out to Atlassian Community! I understand that you would like to prevent customers to see categories that have restricted pages, but categories are created directly in the Service Management project, so customers will be able to view them in the portal. There are no permissions for that. In…

Hello Sebastian, Thank you for reaching out to Atlassian Community! The customer portal, currently, doesn't work with SSO. What is happening in your case is that those who are logging in to the portal have an Atlassian account with a verified domain and with SSO, so they will be redirected to a different login page. In…

Hello Kevin, Thank you for reaching out to Atlassian Community! In order to allow customers to search for approvers without logging in, it's necessary to change the customer permissions in the project. Please, go to Project settings > Customer permissions (Classic project) or Project settings > Channels > Customer…

Hello @小五, Welcome to Atlassian Community! Checking the site you mentioned, there is only one account with permission to access Jira and Confluence. Since community is public, I won't share the entire email and the full name here, but I hope that the information below helps you to identify the account. Name: bxxxxxxg Lxo…

Hello Erick, Thank you for reaching out to Atlassian Community! I can see that your site has Jira Service Management, so I believe you are talking about this product, please, correct me if I'm wrong. If that's the case, since on Service projects there are Customer and Agent notifications, I will add information about both.…

Hello Allie, Welcome to Atlassian Community! I saw that you created a ticket with our support related to this 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 instead. Once the ticket is resolved,…

Hello Pandau, Welcome to Atlassian Community! When linking a Confluence space to a project, the pages should be listed and accessible for the users (depending on the permission in Confluence). The new Pages feature in JIRA Software project As per your screenshots, I understand that after linking to a space, the pages are…

Hi @Ed, The auto watch option is only applied when you create an issue or add a comment. I talked to my teammates to check if they remember if before it was different, but it was always like this for Cloud and Server. Testing on my local site, I changed many things on a ticket, transitioned to different statuses, changed…

Hello @Deimantas Norkeliunas, It was more a test actually because both of the statuses that are not on the board are also the same statuses of the stories. I tested here again and removed the statuses from my board but let the sub-tasks on the status "To Do" and the swimlanes are visible on the mobile app. Are those 4…

Hello @Morozan Regina, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms,…

Hello Lee, Thank you for reaching out to Atlassian Community! When using the option "User who triggered the event" in automation, the ticket will be assigned to the Actor that is by default "Automation for Jira" and this issue was reported as a bug because it should be assigned to the one who created the Branch. The option…

Hello @Summer Hogan, Thank you for reaching out to Atlassian Community! When it comes to merging accounts or profiles, this option is currently unavailable. If you can't access your previous account, it's possible to transfer the activity to your personal new Community account. Please, check the article below for more…

Hello @[deleted], Thank you for reaching out to Atlassian Community! When using SLAs, currently, the value is static, so a time goal is set and that's it, it's not possible to change the SLA goal based on a custom field, like due date, for example. We have two feature requests suggesting the implementation of this ability:…

Hello @Ed, Welcome to Atlassian Community! When the option "Watch your issues" is enabled, you will be added as a watcher of the tickets you interact with. In this case, if you add a comment to an issue, you will be added as a watcher. None of the other actions will do this automatically, only adding comments will add you…

Hello Bete, Thank you for reaching out to Atlassian Community! When a customer creates a ticket via email or portal they will automatically have permission to view the ticket. What makes a ticket visible in the portal and also triggers notifications is the Request type. 1. customers view only requests that was tested; In…

Hello @mustafa korkmaz, Thank you for reaching out to Atlassian Community! When creating a new custom field and adding it to the screens, it will be visible only internally by admins and users. With that said, after that, it's necessary to add it to "Request form" for each Request type (Classic projects) In case you are…

Thank you for the details and testing. I reopened the bug below for our dev team to check again what may be causing this issue: Jira app for Mac does not resolve the login process in macOS Big Sur Please, click on "This affects my team" and also watch to receive updates.

Hello Sergio, Thank you for reaching out to Atlassian Community! Testing on my mobile, I was able to assign and change the assignee of a ticket normally. When you try to edit the assignee field, does it show any error? What is the app version? Here I tested on v65.0.504. Regards, Angélica

Hi Patricia, Welcome to Atlassian Community! When it comes to permissions and roles, it's not possible to see who are the administrators on a Jira or Confluence. In this case, you can use an option to contact administrators. You won't see their names, but they will receive an email with your request. Hope this helps!…

Hello Amit, This question was tagged as Cloud, that's why I added this information. Sorry for the misunderstanding. Atlassian access is not available for Server, so the steps and documentation I mentioned don’t apply to Server. Can you please let us know more details about what you meant by Organization? I'm asking because…

Hi Jimmy, The notifications are sent based on Customer notifications. They will receive all notifications listed as enabled on Project settings > Customer notifications. Please, confirm if for all the notifications "Customers involved" is added to "To". Also, since the paralink.com.cn domain is affected, it's essential…

Hi José, 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 are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different…

Hello Rob, Welcome to Atlassian Community! When adding a comment on a Service Management ticket, agents must select first if they want to post an internal or external comment. It's not possible to switch the option automatically based on a value. In this case, if agents are not using the new issue view, it's recommended to…

Thank you for the screenshots, @Deimantas Norkeliunas I tested here and removing the status Backlog from the board, will remove the issues from the board when viewing it on the mobile. You will need to map the Closed status, in this case, add it to the Done column and also change the status of other tickets from Backlog to…