Angélica Luz Atlassian Team

Hello Chris, Welcome to Atlassian Community! When a customer that doesn't have an account sends an email to a closed Service Desk project, it will show in the logs that the person doesn't have access and the ticket is not created. If you are using the standard email to receive requests (the one created automatically by…

Hello Edimaobong, Welcome to Atlassian Community! The Teams in Jira/Confluence is a place where people can see what other team members are working on. Teams are indeed a group of people, but currently, this type of group can't be added to a project. To add a group of people in a project it's necessary to create it directly…

Hello Yann, Welcome to Atlassian Community! When receiving requests by email, Jira will recognize the "From" as the reporter and currently, it's not possible to configure it to make Jira get the Reply-to to add as the reporter. There is a feature request suggesting the implementation of this ability: * Allow use of…

Hello there, Welcome to Atlassian Community! In order to delete the Jira site, it's necessary to create a ticket with our support for it to be escalated internally. Since it's a free site, I will create a ticket on your behalf and soon someone will contact you. In regards to the portal being open to anyone, this is only…

Hello Alex, Welcome to Atlassian Community! Thank you for the details. It seems that something in Chrome is blocking you to log in. Since it works in incognito mode, can you please disable all extensions in Chrome and test? After that, enable one by one to check which one may be causing the issue. Have you tried to log in…

Hello Shyam, Welcome to Atlassian Community! When assigning an issue using REST, it's necessary to use their ID. The ID is a unique identifier that will make the issue to be assigned to the correct person. Testing here, I believe you can use the GET all users to get their accountID. *…

Hello Sunilkumar, Welcome to Atlassian Community! On Jira Service Desk it's possible to add a validator to the field, but this is available only for Classic projects. If you are using a Classic one, please check the steps I mentioned on the community post below: * Validator on date from Customer Portal in jira service desk…

Hi Uwe, Project administrator can remove customers from the project but only site administrators can completely remove their accounts from the site. And further, we have the issue that they lost their rights after a while. It's important to confirm if they don't have duplicated accounts. If the configuration on user…

Yes, the option is in Project settings. You can find "Internal access" on the left sidebar.

Thank you for the details, Harry. I tested here using the built-in automation in Service Desk and also the Project automation (formerly Automation for Jira) and both rules run even if the agent is not a customer. Checking for bugs, I found one 2016 that has a workaround and it works. On "If these match" instead of "User is…

@Hassan Afaq they told me that they reactivated the site for 24 hours for you to update the payment method. Please, try updating it again and let us know if you face any issues.

To be honest, I'm not sure about that. I believe once added the payment method and confirmed that it was billed, it should work. Your site still shows as suspended, so all the data are still there, it wasn't deleted. Since the ticket is already on our customer advocates queue, let's wait for their response. I work with…

Hello Kanchana, Welcome to Atlassian Community! I see that the add-on is available for Jira Service Desk and your site has only Jira Software. Also, SLA is specific for Service Desk, that's why an add-on like this one wouldn’t work if you install it. If you have any other questions regarding this matter, please let us…

Hello Josip, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if you are using a Classic or a Next-gen project. I know you mentioned "new generation", but if it's a next-gen, I would like to know more details, because the field Resolution is not added to this type of…

Hello Cristian, Thank you for reaching out to Atlassian Community! It's possible to see information about closed sprints on the Sprint burndown chart. To see the reports, you must enable it first on Project settings > Features. * View and understand the next-gen sprint burndown chart Also, I would like to share a feature…

Hello Alfredo, Thank you for reaching out to Atlassian Community! In Jira Service Desk, it's possible to create categories that will be visible to the customer before they can create tickets. This option can be added to each project and not on the customer portal’s main page. Please, go to the project and click on…

Hello Joe, Welcome to Atlassian Community! I see that you created a ticket with our customer advocates and they are already helping you with this issue. As they mentioned, it seems that your email was successfully changed and you should be able to login using the email from your company and not the Gmail one. Are you…

Hello Doug, Welcome to Atlassian Community! For issues to appear in the Roadmap, it's necessary to link them to an Epic. After that, it will show an option to expand the Epic and the child issues will show in the roadmap. Are the issues in the backlog already linked to an Epic? If that's not the case, please open the…

Hello Bill, Welcome to Atlassian Community! Checking the logs for your site, I didn't find any other error that could help us identify what is causing this issue. As a test, can you please try connecting the email using the option "Other" instead of Microsoft? You can use the details below: Mail server:…

Thank you for the details, Dirk. I was able to replicate the same issue using German and other languages. Searching for similar issues, I found out that this is a known bug: * Jira system language overrides default support language and browser language Please, click on "This affects my team" and also watch to receive…

Hello Marc, Welcome to Atlassian Community! I checked your email and there are no blocks and bounces from our side, so I believe that your case is different. What type of notifications you are not receiving? Is it only related to the reset password one? Have you checked all the folders of your email? Are you the only user…

Michelle, Thank you for the information. I mentioned on my replies everything that could cause the issue and since the affected tickets were not shared with Org B and the customers from Org B are not associated with Org A, the best option, in this case, would be contact support so they will be able to access the site to…

To create a new role on next-gen, please go to Project settings > Internal access > Manage roles > Create role.

You are welcome! I didn't find any add-on that could achieve this. Most of the add-ons related to email channels are for notifications and not to manage the inbox, so I'm afraid we will have to wait for the feature to be implemented.

Hello Hassan, Thank you for reaching out to Community! When it comes to billing issues, the best option is to contact our customer advocates, which you already did. While we are waiting for their response on the ticket, I'll try to help here in community. Checking the details of the site, I see that an email was sent to…

Hello Loanne, Thank you for reaching out to Atlassian Community! On next-gen projects, currently, the only way to remove tickets from a board is by deleting or moving to the very last column where a resolution will be set and after 14 days it will be removed. There are feature requests suggesting improvements for that: *…

Hello Sara, Thank you for reaching out to Atlassian Community! Reading the details you provided, I believe that Automation can help you achieve that. The automation runs based on a trigger. So it's possible to create one that runs when a comment is added and the action will be editing an issue field. Please, go to Project…

Hello there, Welcome to Atlassian Community! As per the screenshot, it seems that the ticket is getting duplicated, so instead of a comment being added to ATA-16, the reply to the notification created ATA-18. This issue happens when the person that is replying to the notification doesn't have permission to comment on the…

Hello there, Welcome to Atlassian Community! As per the details you provided, you would like to delete your Jira site, please correct me if I'm wrong. If that's the case, you must go to my.atlassian.com and click on "Cancel subscription" for the desired site. If it's not that, can you please give us more details about what…

Hello Suparna, Welcome to Atlassian Community! Checking some similar cases, I found out that when the Fix Version field is hidden, it can cause this type of issue where not all tickets show in a kanban board. Can you please confirm if the field is not set as hidden in the field configuration? Go to Project settings >…