Angélica Luz Atlassian Team

Hello @Arlyn Amores, Thank you for reaching out to Atlassian Community! When using the widget, currently, it's not possible to pre-populate fields. I understand that you would like their email to be automatically added to the field, but this functionality is not supported, they will have to type their email address. There…

Hello @Yuta Komiya, Thank you for reaching out to Atlassian Community! In the customer portal, the best way to organize articles is by using categories as you are already doing. It's not possible to change the way it looks. There is a workaround that will allow customers to see articles in Confluence directly and they…

Hello @Venkata, Welcome to Atlassian Community! When it comes to user management, it's necessary that the person is added as a site-admin. That's the only group that gives access to the menu and allow them to manage users and groups. There are no workarounds or add-ons to allow this, the user must be added as a site-admin.…

Hello @Konstantin, Thank you for reaching out to Atlassian Community! On next-gen and classic software projects, there are reports where we can see incompleted issues of a completed sprint. The incompleted issues are the ones moved back to the backlog or moved to a new sprint. For classic, the report is called Sprint…

Hello Pascal, Thank you for reaching out to Atlassian Community! The issue that you are facing, as it says on the logs, it's related to duplicated rules on the workflow. It means that there are two rules, for example, to update the same issue field. You can find the rules by clicking on each transition and then, delete the…

Hello Ken, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if the permissions you checked is that the atlassian-addons-project-access is added to the Service Project Agent. This error is also related to an issue with the installation, so I…

Hello @Wale Soluade, Welcome to Atlassian Community! Checking the details of the site, only one account is listed there and it’s not the same account you are using here in community. We don't share private information here since it's a public site, but I will hide some details of the email and maybe it will help you…

Hello @Tathagata Ghosh, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know if they are facing this issue when they click on the link of the invite or after they login into the portal. Can you please check if they face the same issue if they go directly to…

Hello Laura, Welcome to Atlassian Community! In Jira Software, in order to allow people to view the board, it's necessary to give a license and with that, they will have full access to the board. Currently, there is no permission to only view a board on Classic or Next-gen projects. It's possible to allow an unlicensed or…

Hello @daryl_castro, Welcome to Atlassian Community! Testing on my local Confluence, I wasn't able to replicate the same issue. When adding a PDF to a page and then using the macro, it loads the preview and it also loads the PDF once the page is published. Is it happening to all PDF files or specific ones? What is the size…

Hello @Geoff Campbell-Burns, Welcome to Atlassian Community! When it comes to Organization management, only an org admin can add and remove other org admins. Since you are not an org admin, it would be necessary to ask your teammate to add you as admin and then you will have the necessary permissions to remove them. If…

Hello @Sys Admin, Welcome to Atlassian Community! Checking your domain on our tools, I found a bounce related to an email that I believe belongs to the user you mentioned: 550 5.1.10 RESOLVER.ADR.RecipientNotFound; Recipient cxxxxxe@txxxxxxxxd.com not found by SMTP address lookup I removed this bounce and the notification…

Hello @phil, Welcome to Atlassian Community! Checking your domain on our internal tools it returned bounces for 28 different addresses related to the following error: 550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or…

Thank you for sharing the screenshots, Vlad. In the first one, I can see that it's in the comment box in the customer portal. Does it also happen if you upload it in the agent view? There was an incident on November 19 that affected not only Service Management but Software and Business projects as well, but it was fixed.…

Hello @Adrian Vega and @Mark Little, Thank you for the details. Can you open the developer tools on your browser to check in the console tab if it shows any error when you click to remove the org admin? Does it show a message like the one below informing that the admin was removed? Regards, Angélica

Hello Tim, There is a new incident with Trello today. Please, check our status page for more details: * https://trello.status.atlassian.com/ Please, click on "Subscribe for updates" to receive a notification when the issue is fixed. Regards, Angélica

Hello Fernando, Thank you for reaching out to Atlassian Community! When it comes to customer notifications, currently, it will only show the last comment added. It's not possible to configure it to show the entire history. There are feature requests suggesting the implementation of this ability: * As a customer, in the…

Hello Jim, Thank you for reaching out to Atlassian Community! When using Service Management it's possible to add a different display name for fields in the customer portal only, so it's easier for the customer to add all the necessary details for the issue, but this setting can't be applied to the agent view. The fields…

Hello Peter, Thank you for reaching out to Atlassian Community! I believe that the issue you are facing is related to a known bug where the attachments are not displaying correctly when jumping from one ticket to another: * Delay to display correct attachments Are the thumbnails showing correctly after a while? If they…

Hello @Vlad Kochanzhi, Welcome to Atlassian Community! Testing on my local site, I wasn't able to replicate the same issue. You said that it's random, so I would like more details to understand when it happens. Are you able to attach the same file right after it fails? Is it necessary to refresh the page to make it work?…

Thank you for checking, @UBMV Support. Further searching about issues related to notifications, I found that this is caused by an open-source spam filter called MailScanner. A bug was created a while ago, but this issue is not caused by Jira, so there is nothing that can be changed on our side to prevent this issue from…

Hello @Milap Patel, Welcome to Atlassian Community! In order to add specific users to a project, the best way to organize this is by creating groups. A site administrator can create different groups and add specific users. Then, instead of adding user by user to a project, it's possible to select this group and give the…

Hi @hmnaqvi and @t_hsaleem, I saw that you created a ticket with our customer advocates and they are the best team to help with this issue. A notification was sent to the main billing contact of your site informing the following: On Nov 21, 2020, xxxxx.atlassian.net will change because we haven't received payment details.…

That's correct, Sergio. As a workaround, you can use an add-on that has more functionalities and it probably has an option to send a notification showing the entire history. * Notification Assistant for Jira - Email * Email This Issue (Not available for free plans) The mail handlers from the screenshot you sent are used…

Thank you for testing, Matan. Migrating the tickets to a new project would be the fastest way. I can see that you are using a standard cloud site, so you can create a ticket with our support on support.atlassian.com/contact and allow them to access your site. Then, they will be able to check the project to have a better…

Hi @MQurashi, You can access through our portal: https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1180121 You created the ticket with the same account you are using here in community, so you will be able to access the ticket as well.

Hello @MQurashi, Welcome to Atlassian Community! I can see that you have more than one account on the site and only one account has admin access. You created a ticket with our customer advocates and they already shared what email address has admin access, so please, log in with that account and add the admin permissions to…

Hello Craig, Thank you for reaching out to Atlassian Community! On Jira Service Management, currently, the only way to check if emails failed to create tickets is by checking the mail logs manually. It's not possible to configure a notification to let admins or agents know if something failed. There is a feature request…

Hello Paul, Welcome to Atlassian Community! I can see that the Worklogs add-on is active on your site, but it's important to check if it's updated. This information must be checked by a Jira administrator. They can go to Cog icon > Apps > Manage apps to see if an update is pending. Please, ask your administrator to check…

Hello @DiLiP, Welcome to Atlassian Community! Thank you for sharing all the details and screenshots of the issue. When using Jira, there are different REST APIs for Service Management, Software, and Business projects and I can see that you are using the API to create an issue for Software/Bussiness projects. The API to…