Angélica Luz Atlassian Team

Hello Hari, Welcome to Atlassian Community! I saw that our support created a ticket on your behalf in order to fix this issue. Sometimes this issue is only fixed by uninstalling and installing the widget again, but your case is more specific where more steps must be done due to the permissions, so let's wait for our…

Hello @Явор Иванов, Welcome to Atlassian Community! When using Service Management, it's important that agents are added only as assignee. When they are added both as assignee and reporter, participant, or member of an organization, Jira won't know what to do because they are the same time a customer and an agent. What…

Hello @Newmindssystems, Thank you for reaching out to Atlassian Community! The field Organization shows on the issue create screen on the customer portal when a customer that is a member of the organization is creating a ticket. For agents, this field can only be accessed after the ticket is created. Even adding the field…

Hello @hmnaqvi, As the logs show a name, it means that the user manually uninstalled the add-on. Atlassian wouldn't remove an add-on on behalf of the administrator. Also, when payment is pending, the add-on will show when filtering by "Action Required": Apps requiring action These apps need your attention. Apps that are…

Thank you for the details, Sergio. 1. When I reply to one of these emails it starts a brand new email so only the most recent email I am responding to at the top of the thread shows. The notifications only contain the information about each event, it's not possible to configure it to show all the history the same as the…

Hi Cody, The new issue view is how we call the new design in Jira. It was introduced a while ago and all Cloud sites will be transitioned to this new view next year. Currently, it's possible to enable and disable this option on your profile (Profile picture > Personal settings > Jira labs). For more details, please check…

Thank you for testing, Tom. Is this issue happening to other projects? Can you create a new one in order to test the widget? Did you import a backup from another Cloud or a Server site or this is a brand new site with new projects?

Thank you for the details, Jasper. In the logs, we can only see the "From" because we can't access the email inbox to get the header of the email. In this case, the workaround would be to use a custom email address where you could access the message and check further details. Also, you could ask your customers to add the…

Hello Robert, Thank you for reaching out to Atlassian Community! The Status approved is added by the system when someone approves the ticket and it's not possible to disable or hide this information. I didn't find any feature request suggesting this, so please, feel free to raise one on jira.atlassian.com (project…

Olá Fernanda, Obrigada por entrar em contato com o Atlassian Community! Como consigo ver por aqui a sua URL, eu acessei o portal e realmente, ao clicar no nome do artigo, aparece a mensagem que não tenho permissão. Isso é esperado quando está utilizando o plano gratuíto, pois não é possível ativar o acesso anônimo ao…

Hello @UBMV Support, Welcome to Atlassian Community! The issue that you are facing is related to the outgoing email format. It's possible to send notifications in HTML or plain text. To fix this issue, there are some settings that you will need to change on the site. Please, go to Cog icon > Products > Email requests. On…

Hello @ailyn, Welcome to Atlassian Community! Checking the details of your site, I can see that you are using Standard Jira Software and the user limit is set to 10. As mentioned in my previous response, to fix the issue it's necessary to refresh the license details and it must be done by our support team. Since you are a…

Thank you for the screenshot, Matan. I tested on a Kanban project and I wasn't able to replicate the same issue. Have you tested creating another child issue and changing its status? Is it happening to all Epics on the project? Have you tested in other projects? I searched for similar issues but didn't find anything that…

Hello Melissa, Thank you for reaching out to Community! In order to delete projects or move it to the trash, it's also necessary to be a project administrator. When you are a site administrator and a Jira administrator it means that you can manage users and manage Jira settings, so you can add yourself to the project.…

Thank you for the details, Joel. Can you please copy the widget script and paste it into a text editor like sublime or another code editor and save it as widget.hmtl in order to check if it will load? If you changed the settings to allow customers to access the portal without logging in, to create their own accounts, and…

Thank you for the details, Tom. I followed the steps again and it returned 200, so the add-on was uninstalled and installed correctly. The only different thing from your site to the one I'm using is the URL. On my site, the URL doesn't contain addon/com.atlassian.servicedesk.embedded__settings. Below is the URL that shows…

Hello Ishwar, The reset password notification is sent by Atlassian, but something on your mail server blocked the notification. It's not possible to prevent this issue from happening, but you can whitelist our IPs and domains to make sure everything works as expected: * Atlassian cloud IP ranges and domains

Hello Ajay, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same 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 it's resolved, feel…

Olá Eduardo, Obrigada por entrar em contato com o Atlassian Community! Pelos detalhes que você passou, acredito que essas automações sejam as padrões, onde tinham algumas regras prontas para avisar os agentes ou admins sobre o SLA. Você pode localizar essas regras nas Configurações do projeto > Automação > Automação…

Hello @Dawn Rick, Thank you for reaching out to Community! Checking the details of your site, I can see that you are part of the groups jira-servicedesk-users and members, but Service Desk was removed from the site. With this said, please, test using other browsers or another computer as Brant said and if you still face…

Hello @t_hsaleem, Welcome to Atlassian Community! When an add-on is uninstalled or failed to be updated, it will be registered on the Audit log on Apps > Manage apps. Only Jira administrators are able to access this menu. Also, an email is sent to the billing contact informing them that a quote was deleted. If you have any…

Hello @Slawomir Malinowski, Thank you for reaching out to Community! The ITSM template is available only for Classic projects and searching internally here, I found out that, for now, there are no plans to implement the same template for next-gen. Next-gen projects are more simple, with fewer options and ITSM is more…

Hello Luis, Thank you for reaching out to Atlassian Community! The last update about this feature was posted on November 5th. The one that you shared is actually considered a duplicated of the one below where the update was added: * Date range for child issues on roadmap We take a fairly conservative approach to moving…

Hello @lincoohe, Welcome to Atlassian Community! Safari is a supported browser for Cloud sites. You can find more information on the documentation below: * Supported browsers I tested on my local site using Version 14.0 (15610.1.28.1.9, 15610) and I was able to paste images. Can you please give us more details about the…

Hello @Matan Grady, Welcome to Atlassian Community! Testing on my local site, I wasn't able to replicate the same issue. When creating child issues on the Epic and changing the status, the progress bar shows correctly. Can you please share a screenshot similar to the one below? Just make sure to hide private information.…

Hello @Ishwar Chandra, Welcome to Atlassian Community! Checking your email address, I saw that there was a block on our side due to the following error: 550: 550 #5.1.0 Address rejected. I removed this block and you should receive the notifications now. Please, test again and let us know if you face any issues. Regards,…

Hello @Joe, Welcome to Atlassian Community! I can see that you are an end-user on a Cloud site, so you don't have permission to raise a ticket. You can create one with our customer advocates, but they will point you to create a question here. The best option to get the information you need is by checking it internally with…

Hello Tom, Thank you for reaching out to Community and for sharing the screenshots. Testing on my local site, I wasn't able to replicate the same issue, but the error that you are facing (We can't load the widget right now) is related to a failure on the add-on and the only way to fix it by uninstalling and installing it…

Hi Douglas, I'm glad that it's working again! It's not possible to prevent this issue from happening. The notification is sent by Atlassian, but something on the mail server blocks it from being delivered, so this issue is more related to the mail server than on our side.

Hello @John Gomez, Welcome to Atlassian Community! There is an active incident in Atlassian Cloud that is affecting both Jira and Confluence. For more details, please check our status page and also subscribe to the incident report to receive updates: * Issues with media for Confluence, Jira Core, Jira Service Desk and Jira…