Angélica Luz Atlassian Team

Hello Gordon, Welcome to Atlassian Community! When it comes to notification limit, as you mentioned, the Free plan is 100 notifications and it includes customer and agent (system) notifications. It's not possible to see its usage or check the outgoing logs. There are some workarounds that you can use to receive updates…

Hello Jaap, Welcome to Atlassian Community! Thank you for sharing the tests and details. Can you please open the developer tools on Chrome and check on the console tab if it shows any error when you click on the options? Can you test using incognito mode? Is it happening on other Service Management projects? Regards,…

Hello Boris, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support and they found what was causing the issue. The Post function "Fire a Issue Created event that can be processed by the listeners" was missing from the Create issue transition on the workflow, that's why the…

Thank you for sharing the screenshots, @Shengyu Lin. The Request type field is currently not supported on Mobile or MacOs app. There is a feature request suggesting this improvement: Support Request type on Jira mobile and MacOS app As a workaround, you can use automation to set the Request type when a ticket is created.…

Hi Katharina, It's necessary to be a Jira administrator to add the translations in the portal. A site administrator must go to Cog icon > User management and add you to the group "administrators". After that, just wait a couple of minutes and you will be able to manage the translations.

Hello @rpisano, Welcome to Atlassian Community! Checking your email address on our tools, it didn't return any blocks or bounces. Then, checking the outgoing email logs, I was able to see that 71 notifications were sent and delivered in the past 7 days. Please, ask your IT manager to whitelist our domains and IPs to make…

Hello @Mo Gusbi and @Ahmed Khalil Bejaoui, Welcome to Community! I'm checking with the team responsible for the app to understand if it's the same bug, a new one, or another issue. Once I have a response, I'll post it here. Regards, Angélica

Hello Jeremy, Welcome to Atlassian Community! Allow me to step in and share with you a feature request suggesting improvements for the Organizations: Ability to store information about Organizations Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hello Bianca, Thank you for reaching out to Atlassian Community! For users to be able to view the results of Service Project reports, they must have a service management license and also be added to the role "Service Desk Team" or "Administrators" in the project. Can you please confirm their permissions in the project? Are…

Hello Katharina, Welcome to Atlassian Community! When it comes to the announcement translation, it's possible to change that directly in the help center. Go to xxxxxx.atlassian.net/servicedesk and on the right side, click on customize. On the sidebar, you will see a dropdown field to select the language, and then for each…

Hello Patrick, Welcome to Atlassian Community! When using Service Management, there is only one help center and different portals. Each project has its own portal, but the help center is visible to all customers. You can customize the portal with their logo, company name among other things. For more details about the help…

Thank you for the details, Attila. Checking the details of the domain, it seems that it has an issue with the subdomain configuration on Azure. nslookup -type=SOA attilasalanki1983gmail.onmicrosoft.com ** server can't find attilasalanki1983gmail.onmicrosoft.com: NXDOMAIN Please, follow the steps of the documentation below…

​Thank you for the details, @Shengyu Lin. I understand what is happening in this case and why notifications are not working. When creating a ticket using the Create button internally, the Request type is not filled. For customer notifications to work, the Request type must not be empty because that's what triggers the…

The main page will be based on the system language, but the portals (projects) will be based on the default language if English is not visible. In the example below, I added Portuguese as the default language of the project and made English not visible to customers. Doing that, it shows correctly in Portuguese even if my…

Hello Yannick, Welcome to Atlassian Community! I saw that you reached out to our customer advocates and they sent you a reset password link. Regarding blocks and bounces, I didn't find anything on our side, so please, make sure to add sendgrid.net, mail.notifications.atlassian.com, no-reply@atlassian.com,…

Hello Johan, Thank you for reaching out to Atlassian Community! When changing the default language of the portal, customers will only see the portal in Swedish if they change the language on their profile in the portal or if English is deleted/disabled. Customers can see the project default language if: * you haven't added…

Hello Jason, Thank you for reaching out to Atlassian Community! The permission failure happens exactly due to the reason you mentioned: duplicated accounts. Since there are a customer account and an internal account using the same email address, Jira won't recognize which one has permission to the project and this issue…

Hello Karl, Thank you for reaching out to Atlassian Community! I appreciate that you shared the screenshot. I was able to identify and replicate the same issue on my site. Checking Brandon's and Adam's email address, I can see that their Atlassian account ID are older and start with numbers, for example,…

Hello Daniel, Welcome to Atlassian Community! Checking the details of your site, I can see that there are three demo accounts and none of them are redirected to login with SSO, the same as your account. I'm not sure if that's what you meant. If it's not, can you please let us know more details about "user password not…

Hi Marcelo, 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, 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 @Shengyu Lin, Welcome to Atlassian Community! When it comes to adding request participants, it's necessary to invite them to the project first. Other customers can add non-existing customers via portal or email, but as an agent/admin, it's necessary to invite them to the project and then, add them as participants.…

Hi Sandra, That's the workaround for now to limit the list of approvers. But don't know how to limit managers list in a custom field to an organization. How would I do that? After adding customers and their managers to an organization, you can go to Project settings > Customer permissions (Classic) or Service project…

Hello @felicia_wilkes, Thank you for reaching out to Atlassian Community! The best way to avoid this type of error is to open the project to anyone with an account on the site to create tickets and for that, it's necessary to change the customer permissions. Classic project: Project settings > Customer permissions.…

Hello @Attila Salánki, Thank you for reaching out to Atlassian Community! I can see that the verification is still in progress. Are there any errors on the Domain's page on the Organization? For more details, please check the documentation below: * Verify a domain for your organization Depending on your DNS host, it may…

Hello @Celeste D_Alessandro, Thank you for reaching out to Atlassian Community! Allow me to jump in and share with you a workaround where you can add a specific list of approvers. This, however, will only allow filtering users from a specific group on user management and works on Classic projects only. * How to add a…

Hello Peter, Welcome to Atlassian Community! When linking a Confluence space to a Service Desk project, all licensed and non-licensed people on the site will be able to search for the pages in the customer portal, and currently, it's not possible to restrict the pages to be visible by only some customers or organizations.…

Hello Justin, Welcome to Atlassian Community! Checking the domain on your tools, I found some email addresses that had a bounce due to the following error: 550: 550 5.4.1 ...@... Recipient address rejected: Access denied [SN1NAM01FT018.eop-nam01.prod.protection.outlook.com] I removed it and it should work now. Please, take…

Hi Jim, The Print details option is visible when exporting several tickets. So, if you go to Filters > Advanced search you can filter all tickets that you need and use the Print details to export all at once.

Thank you for sharing the screenshot, John. I can see that you are using the old issue view, so I changed it here on my site as well but I wasn't able to replicate it. Can you please test using the new issue view? Go to your Profile picture > Personal settings and enable Jira labs.

Hi Lee, It's possible to disable the new view, but it works only for Classic projects. Go to Profile picture > Personal settings and disable Jira Labs. Note that, in March 2021 all users will be moved to the new issue view, so the workaround to use the old view will only work for a while. * Transitioning all Jira Cloud…