Angélica Luz Atlassian Team

Comments

  • Hello @Steve Fournier Thank you for reaching out to the Atlassian Community! When it comes to Services, currently, it will appear across all projects where the feature is enabled and it’s not possible to restrict that. There are feature requests suggesting improvements for that: Ability to restrict services to a single…
    in Is it possible to apply a affected services to 1 project Comment by Angélica Luz January 2022
  • Hello @Tuna Acar, Welcome to the Atlassian Community! I saw that you created a ticket with our customer advocates and posted the affected email address there. Searching the email on our tools it returned a bounce due to the following error: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex})…
    in Unable to confirm user account when creating a new user Comment by Angélica Luz January 2022
  • Hi Damian, It’s not possible to remove, but by editing the CSS you can hide it. Please, go to the Templates > CSS and make the modification below: Original: .jsd-reply-marker { color: #999999; } New value: .jsd-reply-marker { display:none } This workaround was posted on the feature request below. Please, click on vote for…
    in Can I make Customer Notifications look like standard emails Comment by Angélica Luz January 2022
  • Hello @Gomez, Daniel, Thanks for reaching out to the Community! On the customer portal, it’s not possible to edit the filters. Customers will be able to view all statuses and filter for Open and Closed requests as well. There is a feature request suggesting the implementation of this ability: Ability to remove/edit filters…
    in View all Open requests in the Customer Portal Comment by Angélica Luz January 2022
  • Hello @Jens Krøyer, Thank you for reaching out to Atlassian Community! When customers are grouped in an Organization, it will enable a field in the customer portal allowing them to share or not the ticket with this Org. When the ticket is shared, all customers in the Org will receive a notification informing them that the…
    in Customer e-mail notification - is sent to someone not visible in the service request Comment by Angélica Luz January 2022
  • Hello @JayJuan Jones, Welcome to the Atlassian Community! Your assumption is correct. In order to add the customer, since every time the automation runs, it will add a new customer, on the E-mail field, it’s necessary to add the smart value of the field you created. So the automation will read this field and will invite…
    in Help Setting up Automation Comment by Angélica Luz January 2022
  • Hello @[deleted], Welcome to the Atlassian Community! Thank you for sharing the details of your environment. Your settings are perfect for cases where it’s necessary to have “private” projects for each type of customer. When it comes to default group access of a project, users that belong to the group, will count towards…
    in How to automatically add a group to users without giving product access Comment by Angélica Luz January 2022
  • Hello @Damian Finger, Welcome to the Atlassian Community! It’s possible to customize some details on customer notifications, like the HTML and CSS, but some are hardcoded and can’t be modified. Note: I see that you upgraded your plan to standard and created a ticket with our support team. Once they enable the option for…
    in Can I make Customer Notifications look like standard emails Comment by Angélica Luz January 2022
  • Hello @Clive Smith, Thank you for reaching out to the Atlassian Community! When it comes to exporting a Plan, there are four options and none of them allow to export as an image, ppt, PDF, or other types of files. Share and export your Advanced Roadmaps plan There is a feature request suggesting improvements for that:…
    in 'Plans' in Jira Advanced Roadmap Comment by Angélica Luz January 2022
  • Hi Kieran, The IT team of your company can whitelist our domains and IPs, but it may not prevent this from happening, for example, if the email inbox is full or unavailable, the notification will be bounced and the email address will be back to the suppression list. IP addresses and domains for Atlassian cloud products
    in Email address verification emails Not Being Received EDITED Comment by Angélica Luz January 2022
  • Hello @Michael Peterson, Thank you for reaching out to the Atlassian Community! In this case, it was related to Server licenses and our Customer advocates sent a quote to them. I can see that you have Cloud subscriptions, so please, check the documentation below that explains the price and amount of licenses seats: Jira…
    in May we buy additional 2 Agent licenses for Jira Service Desk (currently we have 3 Agent licenses)? Comment by Angélica Luz January 2022
  • Hi @Zsuzsanna, Thank you for reaching out to the Community! I saw that you created a ticket with our support and they already answered informing you that there is another Org administrator that can remove the Org admin that left and add new ones. If you haven't received the notification, you can access the ticket directly…
    in How do I grant user "Organization Admin" rights? Comment by Angélica Luz January 2022
  • Hello @Kieran osgood, Welcome to the Atlassian Community! Checking your email address on our tools, it returned a bounce due to the following error: 550: 550 Invalid Recipient - https://community.mimecast.com/docs/DOC-1369#550 [VzM42tY-OTWIQobBLYOUrA.uk45] I removed this bounce and the verification email should be…
    in Email address verification emails Not Being Received EDITED Comment by Angélica Luz January 2022
  • Hello @Venkata Subramanya Varma Sagi, Welcome to the Atlassian Community! When this error appears, it means that the Org administrator where the email domain was verified, deactivated the account, and only they can reactivate the account. With this said, you need to reach out to the Org administrator so they can reactivate…
    in Unable to send invite Comment by Angélica Luz January 2022
  • Hello @[deleted], Welcome to the Atlassian Community! When this message appears, it means that the user’s account has been deactivated by the Organization administrator. Checking the details of your site, I can see that your domain is verified, so if you are inviting a user from the same domain, you need to reach out to…
    in Cannot Re-add User Comment by Angélica Luz January 2022
  • Hello @sagar kunjir, Thank you for reaching out to the Atlassian Community! Since your question is related to development, I would suggest you contact our Developer Community, but I would like to share some details that I found while searching for similar questions that may help you: Updated: 31 January 2022 - Action…
    in Using jira oauth2(3LO) generated refresh_token expired after one hour Comment by Angélica Luz January 2022
  • Hello everyone, It’s been almost two years since I posted my answer and since then many things changed on Jira Cloud, including the addition of the new issue view for the create issue screen. Our developers already started rolling out the feature and by the end of January, everyone will have the option to use this new…
    in JIRA (Cloud) - different WYSIWYG Editors on create and edit Comment by Angélica Luz January 2022
  • Hello @Euijong Jung, Welcome to the Atlassian Community! It’s possible to restrict who can transition an issue between statuses. For company-managed projects: Go to Project settings > Workflow > Click to edit the workflow > Select the Diagram mode. Click on the transition and select Conditions. Click on Add condition >…
    in Is there any way to make the team members available to move only their own task? Comment by Angélica Luz January 2022
  • Hello Rodrigo, I checked the domains and it only returned one email address on the bounce list, so I believe it’s from the new member you are inviting to the site: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [BN1NAM02FT048.eop-nam02.prod.protection.outlook.com] I removed this bounce and the invite…
    in New user not receiving invitation email Comment by Angélica Luz January 2022
  • Hello @nishant kumar, Welcome to the Atlassian Community! When using date fields, it’s not possible to disable past dates. The steps I shared is a workaround for company-managed projects, but it’s not possible to let past dates greyed out. There is a feature request suggesting improvements for that: Disable dates in the…
    in Disable certain dates in Date field on Customer Portal Comment by Angélica Luz January 2022
  • Hello @Adam Lockwood, Thank you for reaching out to the Atlassian Community! In order to contact our support, you need to be a site administrator or a trusted user. Checking the details of your site, I can see that there are four site admins and you are one of them, so you should be able to create a ticket using the URL…
    in How can non-admin submit a support ticket Comment by Angélica Luz January 2022
  • Hello @Susann Petzold, Thank you for reaching out to the Atlassian Community! On ITSM projects, the Raise a request button is not available as it is on other Service Management project templates. There is a feature request suggesting the implementation of this ability: Raise a Request button not available in ITSM service…
    in Raise a request button missing in agents view Comment by Angélica Luz January 2022
  • Hello @Tom Tester, Welcome to the Atlassian Community! On team-managed projects, when creating issue types, it’s possible to add any name, for example, if you created the Subtask as Podzadanie, it won’t be translated if you change your language. With this said, if you created this issue type while you were using Jira in…
    in Subtask option doesn't translate Comment by Angélica Luz January 2022
  • Hi David, Can you please check on Cog icon > User management > Product access if the OpsGenie group is listed there? When configuring user provisioning, it shows some groups as well that users will be added, is OG listed there as well?
    in Opsgenie welcome letter Comment by Angélica Luz January 2022
  • Hello @Scott-Oliver Lührs, Welcome to the Atlassian Community! Checking the domain on our tools, it returned two email addresses on the bounce list due to the following error: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [BE0DEU01FT006.eop-deu01.prod.protection.outlook.com] I removed the bounces and…
    in request to be unblocked (Office365) Comment by Angélica Luz January 2022
  • Hello @O. Schnabel, Thank you for reaching out to the Atlassian Community! When a Service Management project is open to any account on the site, the customers and internal users can’t be removed from the customers’ list, unless the customer permission is changed to “Customers added by agents and admins”, but in case the…
    in Cannot remove customers Comment by Angélica Luz January 2022
  • Hello @Josef Untalan, Welcome to the Atlassian Community! When Syncing G-Suite users to Jira service desk; are these users granted access to the backend of the Help Center? When using GSuite, it will sync users and not customers, but they can have access only to the customer portal if: They are not added to the default…
    in G Suite Syncing & Customer Permissions Comment by Angélica Luz January 2022
  • Hi @Nele De Pauw, If customers can see projects they are not supposed to, it means that the project is open or, if it’s closed, they were manually added by an agent or admin or an organization they are a member of was added to the project. To check their permissions, go to Project settings > Customer permissions…
    in Lay-out Filters My Requests Comment by Angélica Luz January 2022
  • Hello @Paul Hecker and @Jan Odvárka, Thank you for reaching out to the Atlassian Community! The links I shared previously were from Mindville and everything was migrated to our documentation directory now, that’s why it’s not working anymore. Although the links are not working, my answer is still valid because it’s not…
    in Object Schema Export in Insight Cloud Comment by Angélica Luz January 2022
  • Hi Eric, It’s not possible to add the widget on the customer portal (service desk web page). The purpose of the widget is to embed the customer portal on another webpage so customers don’t need to access the portal directly in Jira. If you have a website that you built, you can add the script there for customers to create…
    in Embed widget Comment by Angélica Luz January 2022
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