Angélica Luz Atlassian Team

Hello Shivraj, Thank you for reaching out to Atlassian Community! The option to create a page from a ticket is available for Jira Service Desk. The field is called "Related knowledge base articles". For Jira Software this option is not available and to create a page it's necessary to go to Pages on the project to select a…

Hello Catherine, Welcome to Atlassian Community! On the new Confluence editor, currently, it's not possible to change the title alignment. In this case, the best option would be to change the page width, so the title alignment will be Left. There is a feature request suggesting the implementation of this ability: * Ability…

Hello Burak, Welcome to Atlassian Community! Reading the details you provided, I understood that you are not receiving notification, please correct me if I'm wrong. If that's the case, what notifications you are not receiving? Is it the notification when a ticket is created and updated? Is it happening to all tickets? As…

Hello Eric, 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 in two different platforms, let's focus on the ticket instead. Once it's resolved, feel…

Hi Samir, 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 in two different platforms, let's focus on the ticket instead. Once it's resolved, feel free…

Hello Ken, Thank you for reaching out to Atlassian Community! When using a Service Desk project, all project templates have the option to link to a Confluence space. There are no templates in Service Desk specific for FAQ and Q&A, so you can use any template to share the pages with customers in the portal. * Set up a…

Thank you for the details. We found another bug that might be related to the issue, but it's from 2017 and at that time the new editor was not implemented yet: * Every other attempt to create a single JIRA issue in Confluence fails to create the JIRA issue macro in the page. In this issue happening on the new or old…

I'm glad to help, Iman. Hope you have a great day!

Thank you for the details. I'm not sure if we are on the same page. I understood that there were already Organizations created in the site and you would like to add the same organizations on other projects, please correct me if I'm wrong. It's possible to create multiple organizations using API but also directly in the…

I'm glad that I could help, Jon. Hope you have a great day!

Hello @Steve Lundstrom, I'm glad to help. Reading the details you provided, I believe I found an option that may help you. It's possible to automatically create a linked issue between two projects using the automation. Please, check the screenshot below: When a ticket is created, we select the action to create a new issue…

Hello there, Welcome to Atlassian Community! Thank you for all the details. When someone replies to a service desk notification, the comment will be added as public and currently, there are no settings for that. The notifications were made for customers and they don't have the option to add internal comments in the portal…

Hello Ela, Welcome to Atlassian Community! When we add customers to a project, they will have permissions to access the portal and this is something that currently it's not possible to disable or block. If a customer is added to an organization and shares the ticket, everyone on that organization will be able to see the…

Hi @이세은, Welcome to Atlassian Community! Thank you for the details. As a test, I would like to ask you to clear the browser cache and cookies. Also, can you test using chrome in incognito mode? If the same issue happens, would it be possible to test using Firefox? Regards, Angélica

Hello Scott, Welcome to Atlassian Community! When using Jira Service Desk, currently, there is no option to automatically add customers to an organization based on domain. If a customer creates a ticket, that may also create an account for them, they will be listed on the customers' page and then it's necessary to manually…

Hello Michele, Thank you for reaching out to Community and for sharing the screenshots. I can see that you created a custom field on Jira settings > Issues > Custom fields and on this page we can add the field on Classic projects. Your second screenshot is related to a next-gen project, which is independent of other ones.…

Hello Henry, Welcome to Atlassian Community! When using the Automation in Service Desk, to run the automation it's necessary to let a default user that is usually an administrator. As you mentioned, it will look like Cody made the change, but it was the automation doing it on their behalf. I don't know if you saw the…

Hello Arno, Thank you for reaching out to Atlassian Community! On Jira Service Desk it's possible to change the Project email address in order to send notifications with a custom email, but in order to do that, it's necessary to prove that own the domain by verifying it. You can find all the steps to verify the domain and…

Hello Katelyn, Thank you for reaching out to Atlassian Community! Installing the add-on on my local site, I was able to find it directly on a ticket on the right sidebar. New issue view: Old view: For more information, check their website and for specific questions create a ticket with their support. I didn't find…

Yes, you can add a custom email address. Please check the documentation below for more information: * Add a custom email account If you are using a next-gen project, go to Project settings > Channels > Email. If it's a classic, go to Project settings > Email requests.

Hello Balazs, Welcome to Atlassian Community! For someone to be able to add comments on a ticket, they must have permission on that ticket so before replying to a notification it's necessary to add them as a participant. If someone replies to a notification and was not added to the ticket as a participant, it will create a…

Hi Lee, I'm glad that it's working now. Regarding the accepted answer, someone called Adarsh accepted, it was not me.

Yes, you can create the JQL directly from the Quick Filters menu. What I mentioned in the previous comment is that, if you already have a filter, you can open this filter, switch to the advanced mode in order to copy, so you won't need to type the JQL again (if it's a complex one).

Hello @Mindaugas Gelumbauskas, Thank you for reaching out to Atlassian Community! When an automation rule is created directly in a project and used specifically on a single project, the project administrators are able to delete it. When an automation is global or shared between two projects (which is also considered…

Hello @Viktoriia, Welcome to Atlassian Community! As per your screenshot, I can see that you are using a next-gen project and currently, it's not possible to edit workflow in next-gen. There is a feature request suggesting the implementation of this ability: * Ability to edit workflow in Next-gen project Please, click on…

Hello Eden, Welcome to Atlassian Community! When it comes to Jira mail handler, currently the only options are IMAP and POP. As you are using Jira Service Desk, you don't need to use the mail handler on Jira settings > System > Incoming email. For that, please use the mail handler directly in the project, so as you don't…

Hi Lee, Thanks for reaching out to Community! Testing on my free site, I was able to search for GitHub add-on normally. Also, reading about limitations on Cloud Free, GitHub is not listed, so you should be able to use it. Just to make sure that we are on the same page, I would like to know if you are able to search for…

Hello Lee, Welcome to Atlassian Community! When changing the timezone, currently we just need to select the desired timezone and it's not necessary to confirm anything, it will update automatically once you select the desired one. I tested here and it updates normally, the "Delete your account" just shows on the same page,…

Hello Muhammad, Welcome to Atlassian Community! Next-gen projects are more simple than Classic, so there are few types of reports and it's not possible to add more. For more details about the available reports, please check the documentation below: * Enable reports Regarding your second question, you can bulk move your…

Hello Michele, Thank you for reaching out to Atlassian Community! On Jira Service Desk projects, it's not possible to export and import organizations, but the organizations can be shared between projects. So, for example, there is an organization called Org1 on Project A with 10 customers and the customers on this org must…