Angélica Luz Atlassian Team

Hello Joel, Welcome to Atlassian Community! For the widget to be visible, it's necessary to enable it. It's possible to configure and copy the code even not enabling it, so please, go to Project settings > Widget (Classic) or Project settings > Channels > Widget (Next-gen) and confirm if it's enabled. Regards, Angélica

Hello Syed, Thank you for reaching out to Atlassian Community! How can I import customers into a JIRA service desk? There is no option to import customers, but you can make a list and bulk add them to a project, they can self sign-up or you can add them via REST API. You can find the details on the feature request below: *…

Hello Julia, Thank you for reaching out to Atlassian Community! The message that shows on the anonymous portal is hardcoded and currently, it's not possible to customize it. There are feature requests suggesting the implementation of such ability: * Ability to edit/translate the anonymous created request confirmation…

Hello Matt, Thank you for reaching out to Atlassian Community! The customer portal has some limitations when it comes to Confluence macros, some are expected that it won't work, but the Expand macro should, and it was reported as a bug: * Expand macros on KB pages are all expanded by default Please, click on "This affects…

Hello Paul, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if you are trying to add a custom email address to a Service Management project. If that's the case, can you please share with us a screenshot of the error? Please, check our documentation for more details…

Hello Simon, Thank you for reaching out to Atlassian Community! When using a Service Management project, it's possible to access the incoming mail logs to check what emails created a ticket and the case if some email didn't create a ticket. It's possible to access this information on Project settings > Email requests…

Hello @M_ Burger, Welcome to Atlassian Community! I saw that you created a ticket with our Customer Advocates, so I added an internal note and escalated it internally for them to move the ticket to our support. When it comes to change org admins it's necessary to create a ticket with our support because on the portal, you…

Hello @Vesa G, Thank you for reaching out to Community! Currently, the supported fields on the widget are: System fields: Summary, Description, Priority, Components, Fix Version/s, and Attachments. Custom fields: Single & multi-line text, Single & multi-select, Radio, and Checkbox. There is a feature suggesting to support…

Hello @Kavika Karshan, Welcome to Atlassian Community! The issue that you are facing was reported as a bug. You can find more details on the link below: * JWT token expiring for images on Media Server Please, click on "This affects my team" and also watch to receive updates about the bug. There is a workaround that can be…

Hello @2livSw, Welcome to Atlassian Community! In Jira Service Management, customers can add comments via email when they have permission on the ticket. So, for example, if a customer forwards a notification to another customer that is not a participant or replies to the notification with a different email address, the…

Hello John, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about your environment. What browser are you using? Have you tested using another one or an incognito window? Is this happening to other users? Can you please share a screenshot of the issue with us?…

Hello Ravi, Thank you for reaching out to Atlassian Community! The issue that you are facing was reported as a bug. For more details, please check the link below: * Scrollbar not available in the attach screenshot Modal dialog in Jira Please, click on "This affects my team" and also watch to receive updates about the bug.…

Hello Jon, 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 are feature requests…

Hello Gabriel, Thank you for reaching out to Atlassian Community! Testing on my local site, after creating a new page in Confluence on a space that is linked to a Service Management project, it will show on "All articles". It won't show automatically, it's necessary to refresh the page. Have you tested unlinking and…

Thank you for the details, Cody. The create issue screen in Jira is currently using the Wiki markup editor and the new editor in Confluence is Markdown. There is a feature suggesting to add Markdown on the create issue screen, that would fix the issue that you are facing: * New view on Create Issue screen for Wiki Editor…

Thank you for the details, Ayden. When liking a Cloud site to GSuite, it will sync existing users and create a new account for other users that are on GSuite, but not in Atlassian Cloud. The customer portal, currently, doesn't work with SSO. Customer accounts are stored locally and it's not possible to sync their accounts…

Hello Cody, Thank you for reaching out to Atlassian Community! Testing on my local site, I created a bullet list in Confluence and then pasted it in Jira (using the new issue view) and it shows correctly, so I believe I'm missing something here. Can you please send us a screenshot of how it looks in Confluence and then in…

Hello @Ji Li, Thank you for reaching out to Atlassian Community! The avatars on a Cloud site depend on what the own user selects on their profile. If they select that only they can see or only a specific organization and you are not part of the organization, you will be able to see only their initials. This is a personal…

Hello @Maksym, Thank you for reaching out to Atlassian Community! Testing on Jira Cloud for Mac, I was able to replicate the same as you. When adding the issue key, it's not converted to a link to access the ticket. When adding the complete URL, after saving the comment, it will be converted the same as the Web version. I…

Hello Ayden, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if you are setting up an email for your Service Management project or if you are connecting GSuite in order to manage users. I'm asking because this question is tagged as Jira Service Management. If you are…

Thank you for the details, Isabella. When you are an agent, it's important that you don't be added as a participant or added to an organization because when an update is added to the ticket, Jira won't know what notification should be sent to you since you are an agent and a customer at the same time. As an agent, you must…

Thank you for the details, Parvez. Are you adding users directly from the Cog icon > User management > Invite users? Are you adding them on the role Basic, Trusted, or Site administrator? Can you test adding them on the Basic role and uncheck all product access to check if they will be invited? After that, you can go to…

Hello Zoya, Welcome to Atlassian Community! When you are an org admin, you can add other org admins by going to admin.atlassian.com > Select the desired organization > Settings > Administrators > Add administrators. Regards, Angélica

Hi Sergio, Do you mean that the title of the new ticket shows different or the title of the original ticket changes? Can you share a screenshot of the issue with us? If the customer CC someone when replying to a notification, the CCd person will be added as a participant, so it will work. What they can't do is forward the…

Hello Tim, Welcome to Atlassian Community! There was an incident with Trello and it was unavailable for a few hours. For more details, please check the link below: * Trello is slow or unavailable If you are still facing issues, can you please let us know if you can access the same boards using the app on mobile or…

Hello Fabienne, Thank you for reaching out to Atlassian Community! There is some information that you can check to make sure the customer has permission to see the ticket. The first thing to check is the Request type. For a ticket to be visible in the portal, the Request type must not be empty. So please, check the ticket…

Hello @Catherine, Welcome to Atlassian Community! There was an incident with Trello today, but the issue was resolved and it should be working now. For more detailed information about what happened, please check the link below: * Trello is slow or unavailable Regards, Angélica

Hello @Splashestudio, Welcome to Atlassian Community! There was an incident with Trello today, but the issue was resolved and it should be working now. For more detailed information about what happened, please check the link below: * Trello is slow or unavailable Regards, Angélica

Olá Laine, Obrigada por entrar em contato com o Atlassian Community! Ocorreu um incidente com o Trello hoje no qual ficou lento ou indisponível. O problema já foi resolvido e o Trello deve estar acessível novamente. Para mais detalhes sobre o que ocorreu, por favor, acesse o link abaixo: * Trello is slow or unavailable…

Olá Tatiana, Bem-vinda ao Atlassian Community! Ocorreu um incidente com o Trello hoje no qual ele ficou lento ou indisponível. O problema já foi resolvido e o Trello deve estar acessível novamente. Para mais detalhes sobre o que ocorreu, por favor, acesse o link abaixo: * Trello is slow or unavailable Atenciosamente,…