Angélica Luz Atlassian Team

Hello suhask@figmd.com, Thank you for reaching out to Atlassian Community! It has been some time since you posted this question, so first I would like to know if you are still facing issues with the Jira Cloud for Sheets add-on. If so, can you please share with us more details about what is not working? Does it show any…

Hello Dave, Thank you for reaching out to Atlassian Community! The comment order can be changed only by an administrator and it's applied to all users. Also, this option currently, doesn't work for the new issue view. There are feature requests suggesting improvements for that: * Store comment sort order in user profile *…

Hello everyone, The bug has been resolved. Please, test exporting the roadmap again and let us know if you face any issue. Regards, Angélica

Awesome! I'm glad that it's working. I agree with you regarding the special characters, it's safer if using it on a password. Do you mind share with us the special characters you were using in the password? You don't need to share the entire previous password, also, if you share the characters, please, don't use it on the…

You are welcome! The Watchers can be only edited manually, it's not possible to add a post function on the workflow or create an automation that edits the field. There are two options that may help you: 1 - An automation that mentions them on a ticket (internal comment), so they will receive a notification. Go to Project…

Currently, it's only possible to see the articles marked as useful, it will show on the series "Requests deflected in portal". There is a feature suggesting to add a series for not useful articles: * Add a report to keep track of negative feedback on Knowledge Base articles

Hello @Alok Gupta, Welcome to Community! It's not possible to remove this notification, because it's what will let admins know that the limit was reached. I saw that your site is a standard one, so you can follow the steps I mentioned on my previous comment and ask your administrator to contact support. Regards, Angélica

Hi Alexandra, Yes, only they can change this information on their profile. They must go to https://id.atlassian.com/manage-profile/profile-and-visibility to change their full name and public name. If they are all from the same domain, maybe you can check if it's possible to verify the domain, so administrators would have…

Hello Jay, Thank you for reaching out to Atlassian Community! When it comes to profile changes, currently, only the user can change their profile picture or other types of information. There is a feature request suggesting to allow admins to manage former users: * allow admins to control former users Please, click on vote…

Hello Charles, Thank you for reaching out to Atlassian Community! When using a Service Desk next-gen project, currently, it's not possible to set a resolution. A while ago, I created a feature request suggesting this, but it was closed, please check the comment from our Product manager on the ticket: Ability to add a…

Hello SimonE, Thank you for reaching out to Atlassian Community! When using the new issue view, currently it's not possible to manage the image properties. It was possible on the old view where the editor was Wiki Markup and now, the new Markdown editor doesn’t have this option. There is a feature request suggesting the…

Hello Tomas, Thank you for reaching out to Atlassian Community! By default, agents should be able to change status of tickets, but it's possible to edit this permission and restrict some status. New issue view: Old issue view: First, please, confirm if there are no validators on the statuses on the workflow restricting the…

Hello @AYoung, Allow me to step in and share with you that this issue was reported as a bug. * The top part of the issue view is missing if viewing the issue from Filter List View The workaround, for now, is to use the old view as John mentioned or, if you are using a next-gen where it's not possible to use the old view,…

Hello Guillermo, Thank you for reaching out to Atlassian Community! I see that you shared the documentation from Jira Service Desk Server and you are using the Cloud version. On Cloud, we can see the same reports, but the names are different. Server: Articles usage / Cloud: Requests deflected Server: Articles effectiveness…

Hello Inara, Thank you for reaching out to Atlassian Community! Testing on my local site, I was able to add the code block in a expand macro. Have you tested on different pages? Can you test on a brand new blank page? Regards, Angélica

It's not possible to merge tickets, you can link them, but not merge. Was there any change in the project permissions between the time the two tickets were created? Can you check in the email logs if the email is the same (Cog icon > Products > Email requests > View log > Processing log)? I'm asking because someone could…

Hello Alex, Thank you for reaching out to Atlassian Community! The Roadmaps feature is currently, only available for next-gen software projects. Checking the add-ons related to roadmaps, none of them mentions about Jira Core or Business projects, so I'm afraid this option is not available at the moment. There is also a…

Hello Aileen, Welcome to Atlassian Community! Reading the details you provided, I believe that this is happening due to an Automation. By default, Service Desk projects have some automation in order to automatically change statuses when an agent or customer adds a comment to a ticket and this automation must run on behalf…

Hello Mike, Thank you for reaching out to Atlassian Community! Reading the details you provided and the screenshots, I can tell that the tickets are not being created because the project is closed and customers can't create their own accounts. If a customer is not manually added by an agent or admin and the project is…

Hello Bhavani, Thank you for reaching out to Atlassian Community! Reading the details you provided, I'm not sure I understood correctly the issue. Can you please give us more details about how the ticket is being created? Is it through email, customer portal, or using the create button in Jira? What notification should…

Hello @s_soloviev_avibus_pro, Welcome 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 to the create…

Hello Rosana, Thank you for reaching out to Atlassian Community! The Request participants field is currently only available to be editable after a ticket is created. This field can't be added on the create issue screen, so it will not be possible to add it on the form in order to add a default value. There is a feature…

Hello Farbod, Thank you for reaching out to Atlassian Community! When a customer replies to a notification and it creates a new ticket instead of adding the comment to the original one, it means that they don't have permission on that ticket. What may be happening, in this case, is that the customer creates a ticket in the…

Hello Phalgun, Thank you for reaching out to Atlassian Community! Since Atlassian account was introduced some years ago, administrators can no longer change the users' email address, unless the domain is verified. I can see that the domain is not verified (the same of your email address) and that you didn't subscribe…

Hello @Josh Thank you for reaching out to Community! Can you share with us the error that appears when you try to change the project email address? I can see that the domain is correctly verified, so now it would be only necessary to follow the steps of the documentation below: - Configuring Jira Cloud to send emails on…

You are welcome! The survey won't be available forever, but to be honest, I didn't find how long the survey will be available. Below is a screenshot of what customers will see when the survey expires: To test for how long the survey is available, I closed many tickets on my test site in order to click on a survey every day…

That's actually a workaround, Matthew. You can migrate the customers to Atlassian account, so you can manage their accounts. When migrating their accounts, they will be listed as internal users, and for them to use only the portal, you need to make sure that they are not added to any default groups. Before migrating, go to…

Hello @Ken Deering, Your site should receive a new update on the upcoming weeks to change the layout of the cards and it will look like my site and the "Explore a demo" should not appear. I also confirmed that, the Demo project is only for test purposes and not to use in production, so the best option would be to create a…

>>UPDATE<< What I mentioned in the answer is not valid anymore. The documentation was updated and the limit of fields in a next-gen project is 50 and it's not possible to increase it. Thank you for your understanding in advance. ------------ Hello Dylan, Welcome to Atlassian Community! As you mentioned on your question,…

Hello @girish_krishnamurthy, Welcome to Atlassian Community! Testing using the details you provided, I also couldn’t find a way to copy attachments. This is actually only available in Automation for Server when cloning an issue. There is a feature suggesting the implementation of such ability for Cloud: * Allow Copy…