Angélica Luz Atlassian Team

Hello @support for vo, Thank you for reaching out to Community! Allow me to step in to share with you that you can edit the HTML/CSS of the customer notifications by clicking on Edit templates. Go to Project settings > Customer notifications > Edit templates. For more information, please check the documentation below: *…

Hello Emma, Thank you for reaching out to Atlassian Community! It's possible to automatically change the status when a customer or an agent adds a comment to the ticket by using Automation. It should be created by default depending on the template selected, but it's possible to create this automation on any Service Desk…

Hello Julio, Welcome to Atlassian Community! Testing on my local site, I was able to replicate the same issue on a new project. Using an old project, linking to an existing space, or creating a new one, the issue doesn't happen. On the new project, the issue happens when a new page is created only. After the page is…

Hello @Alexander2010, Welcome to Atlassian Community! The issue that your clients are facing is a known bug. It happens when trying to add a saved password. Testing on my local site, I was able to replicate the issue only if I tried to log in using the saved password. If I go to the portal again, add the email and type the…

Hello @ssaurabh, Welcome to Atlassian Community! The issue that you are facing is a known bug regarding Service Desk gadgets. I see that your site had Service Desk and it was removed, so that might be the root cause. * Rearrange gadgets or change dashboard layout is failing Please, click on "This affects my team" and also…

Hello @Hautot Adrien, Thank you for reaching out to Atlassian Community! This issue that you are facing only happens for Trusted Users because it's not possible to manage the default groups for this type of user. With that said, instead of clicking on … > Show product access, please click on their name to open their…

Hello Laura, Thank you for reaching out to Community! The Epic panel on the backlog shows the start and due date only. It's not possible to edit the fields that appear on the panel. To view other fields, click on "View more details" to open the Epic on the right side of the backlog page. For more information about this…

On Service Desk we can check the logs for the mail handler, so if Jira is processing the emails, but the comments are not added, it's possible to see what is causing this. Please, go to Project settings > Email requests > View logs (Classic) or Project settings > Channels > Email > View logs (Next-gen). On the Processing…

Hello @Osman Pas, Welcome to Atlassian Community! When using Jira, by default, we don't receive notifications of our own changes. So in case you are creating the ticket and are expecting the notification, it won't work. Please, go to your Profile picture > Personal settings and check all the options under "Get email…

Thank you for the screenshot @CS-L3. Just for a better understanding of the issue, I would like to know if this is a brand new project or if it was migrated from another Cloud or Server site. Are you facing this issue on other projects? If there are no other Service Desk projects, can you create a new one in order to test?…

Hello @mabel.c, Welcome to Atlassian Community! Thank you for reporting this issue. I was able to replicate the same behavior on my local site and based on that, I created a bug ticket for our dev team to check: * Rule executions not working correctly on Roadmaps (Next-gen) Please, click on "This affects my team" and also…

Hello Dennis, Thank you for reaching out to Atlassian Community! When using Service Desk, the renderer of the field must be set as Wiki Style Renderer as Marco mentioned, otherwise it will show as a plain text. Since the renderer is correct, I would like to know what happens if an attachment is added directly to the…

Hello @systems, Welcome to Atlassian Community! The Web Links feature allows linking external URLs to an issue, but this is not a custom field in Jira, that's why it's not possible to search for Web Links using JQL or adding it to a queue. There are feature requests suggesting the implementation of the ability to search…

Hello Piero, Thank you for reaching out to Atlassian Community! I searched for bounces and blocks for the email you mentioned and also for the entire domain, but there is nothing blocking the notifications on our side. Please, whitelist our domains and IPs and check if you will receive the notifications: * Atlassian cloud…

Thank you for the details, @roshy45. Checking similar cases, the issue can be related to the proxy the connections are going through. In order to test, can you follow the steps below to add a new connector using a new unproxied port? To do this, please: * Follow the instructions from the KB article Bypasisng proxy to test…

Thank you for sharing the details, @Šimek Miroslav What you said is expected. All issues on the "Green" status will show in the portal if the customer selects to view tickets from "Any status" or "Closed requests". By default, when we go to Requests > Created by me/Organization/Approvals it will show tickets To Do and In…

Thank you for the details, Ray. I deleted an account on my site and readded and I was able to replicate the issue regarding the username. Even if it shows as "removed" the email was sent successfully to the user. This issue that you are facing is related to a bug. It seems that the user is not mapped correctly to their…

Thank you for testing, Sai. Just to make sure that we are on the same page, I would like to know if you can share with us the endpoint you are using. We tested here and the table is indeed not being formatted as expected, but it's showing differently from what you are mentioning. Please, let us know the endpoint so we can…

Thank you for the details, Mukund. OAuth 2.0 is not currently supported for Jira Software API endpoints. It works only with Jira Core and Service Desk. There is a feature request suggesting the implementation of this ability: * OAuth 2.0 for all the JSW REST API endpoints Please, click on vote and watch to receive updates…

Hello Hun, Welcome to Atlassian Community! When using Jira, currently, it's not possible to reset the notification scheme, but I can share with you the default one of my test site and you can edit yours. If that's not the case, please let us know more details about what notification you would like to reset. If possible,…

Hello @brad, Thank you for reaching out to Atlassian Community! The Jira for Mac app, the same as the Android and iPhone app, it's a simple view for your projects and issues. With that said, the Board settings are not available, so it's not possible to change the Card layout. There are no feature requests suggesting this,…

Hello @Raffael Pazman, Welcome to Atlassian Community! I checked your domain using our tools to search for blocks or bounces and found 21 emails with a bounce. The error was: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [DB3EUR04FT050.eop-eur04.prod.protection.outlook.com] I removed the bounces and…

Hello @Cheran Sugathapala, Welcome to Atlassian Community! I checked for blocks and bounces on your email address (the one you are using here in community) and there is nothing blocking notifications on our side. Since you didn't add further details about your site, if it's server or cloud and if it's the same email you…

Hello @simoncookes, Welcome to Atlassian Community! I can see that you are the only admin for "Larki" organization, so you should be able to see the details. Would you mind sending us a screenshot of how the organization looks like for you? Just make sure to hide private information. When clicking on the organization, it…

Hello Peter, Welcome to Atlassian Community! The search for articles in the customer portal is limited to three and currently, it's not possible to change that. There is a feature request suggesting the implementation of such ability: * Configure the number of search results returned by Service Desk Knowledgebase search…

Hello @ChuckieAJ, 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 you already linked Bitbucket to Jira. I'm asking because when both are linked, it will show the Development panel on each ticket in Jira where you can see the commits. We created a…

Hello everyone, It seems that Zephyr is already working on next-gen projects as stated in the comments on the feature request. * Next-gen project template does not support Zephyr Test issue type Hello Everyone, I am the Atlassian Ecosystem Manager at SmartBear. Thank you all for leaving feedback and voting for this issue…

It depends on each feature and each case. There are features with many votes that were not implemented and some with few votes that were, so we can't tell exactly how many votes this feature needs. For more details, please check our policy.

Thank you for the details, Ivan. It means that you have access to the project only as a Customer and not as an Agent. That's why you can access the ticket using the customer portal, but not through Jira. There is a feature request suggesting improvements for that: * Users should not be allowed to see issue summary on "Your…

Hello @CS-L3, Welcome to Atlassian Community! I saw the screenshot on the other thread. To fix this issue, it's necessary to select a request type that has only Summary and Description as required. Please, go to Project settings > Request types > Edit fields (for the request type you want to use in the email channel) >…