Angélica Luz Atlassian Team

Hello Jonathan, Welcome to Atlassian Community! When it comes to Paragraph fields, currently it's not possible to add it on "Customer request form" because the Description field is already a Paragraph field. There is a feature request suggesting the implementation of this ability: * Cannot add more than one "Paragraph"…

Hello @calebmludrick, Welcome to Atlassian Community! Just to make sure we are on the same page, I would like to confirm if this is happening when you are mentioned on a comment and open the ticket using the notification panel directly in Jira. I'm asking because I tested opening the ticket in an email notification and it…

Hello Phil, Thank you for reaching out to Atlassian Community! Since the usernames are not visible in Jira anymore due to GDPR, the Activity Stream also won't work using this option. I tested here using the account ID, but it doesn't work as well, so I believe we must wait until the feature below to be implemented: *…

Hi Mesfun, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you, 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…

Hello Rosalind, Thank you for reaching out to Atlassian Community! When it comes to required fields in next-gen projects, currently only Service Desk has this functionality for fields added to the customer portal. On Software next-gen projects it's not possible to add fields as required. There is a feature request…

Hello @Doğucan Baskın, Thank you for reaching out to Atlassian Community! Since the new issue view was released, including the new customer portal, the Date Time Picker doesn't work correctly and only shows 30 minutes interval. This is a bug and is being tracked on the link below: * Unable to customize the minutes when…

Hello Robert, Thank you for reaching out to Atlassian Community! When a ticket is moved from one project to another, customers won't receive a notification. If a ticket is moved between classic projects or from a next-gen to classic, the Request type will be empty, so even if we could add a notification, customers wouldn't…

Hello Daniel, Welcome to Atlassian Community! When creating an issue through Jira (+ or Create button) it will show the Request types and Issue types available for that project. I'm not sure I understood the issue correctly, please correct me if I'm wrong, but when you create a new ticket the options are not appearing, is…

Hello Casey, Welcome to Atlassian Community! When using a next-gen software project, currently, it's not possible to view closed sprints. There is a feature request suggesting the implementation of this ability: * Ability to see, edit, reopen, and delete sprints in next-gen boards Please, click on vote and watch to receive…

Hello Paul, Thank you for reaching out to Atlassian Community! When using an SLA to send an update to a customer, it's necessary to also use automation to send this update. The SLA itself doesn't generate a notification. Also, the SLA has an error because you added "Comment: For Customers" on both Start and Stop and Jira…

They will be able to see all issues, it's not possible to restrict by issue type.

Thank you for the screenshots @Arnis Riškovs The Request type on the ticket is empty, that's why the description is not visible in the portal. Please, select a request type for the ticket and the description will be available in the portal.

Hello @Marc -Devoteam-, Welcome to Atlassian Community! This issue that you are facing is indeed a bug, but it was already fixed. * Sharing attachment with no comment does not make the attachment visible to customer via the portal This bug affects JSD 4.5.2, is this the version you are using? To fix the issue, it's…

Hello Jacob, Welcome to Atlassian Community! The Roadmap on next-gen projects shows Epics and its child issues. Currently, it's not possible to show other issue types in the Roadmap. There is a feature request suggesting the implementation of this ability: * As a Jira Software user I would like to add any Issue types to…

Hello Marker, Welcome to Atlassian Community! When using Jira Cloud, by default, users don't receive notifications of their own changes. With that said, if you create a ticket where you are the reporter and the assignee, for example, or you are just the reporter and no one is added as assignee, you won't receive any…

Hello there, Thank you for reaching out to Atlassian Community! When we link a Confluence space to a Service Desk project, people who have access to the project will also be able to see pages in the customer portal. There are two types of access to the knowledgebase: You can also restrict access to some articles, but that…

Hello shruthi, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, I would like to confirm if you are using a next-gen or a classic service desk project. Did you change the configuration in the workflow to add approvers to the request type? * Set up an approval…

Hello Stephanie, Thank you for reaching out to Atlassian Community! Testing on my local site, I changed the configuration to allow an agent without administration access to add announcements and it worked normally. The agent must go directly to the portal and they can add the general announcement and also an announcement…

Hello @tirumalasetti.rakesh, Thank you for reaching out to Atlassian Community! When using Jira Cloud, it's not possible to view logs for outgoing email. This information can be accessed in the database, but it's a restricted functionality for Cloud applications. You can find more information on the link below: * Compare…

Hello Shelly, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they found a block on our side that was preventing the notification to be delivered. The block was removed and they should receive the reset password email now. Regards, Angélica

Hello Temur, 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 the user or the group they are part of has "Browse projects" and "Create next-gen projects" permission. You can find this permission on Jira settings > System > Global permissions. Is…

Hello @debashis_mohapatra1, Welcome to Atlassian Community! Checking your email address, I was able to find a bounce with the following error: 550: 550 [internal] [oob] The recipient is invalid. Please, try to reset your password again and let us know if it works. Regards, Angélica

@Андрій Муравльов, I mentioned about next-gen on my answer as well. I edited and added a bold text to get easier to find.

Olá Luiz, O padrão quando o cliente for parte de somente uma organização, que a primeira opção seja compartilhar com todos e caso seja parte de mais de uma, a opção padrão é criar ticket como privado. Em relação a automação, não tem como pegar o domínio do email para que a automação altere o campo de Organização, dessa…

If the portal is not open, they will have to log in because the customer portal doesn't work with SSO. There is a feature request suggesting the implementation of this ability: * SSO integration with JIRA Service Desk With that said, I'm afraid they will have to authenticate both on your app and the portal since it's not…

Thank you for the screenshots. I tested again using different browsers and also on my Android phone, but the link shows correctly, so I believe this is some configuration on your email that is preventing the links to work. Have you tested opening the email on your mobile phone? Is it happening to all users? Is there any…

Hello @Michael Prentice As mentioned in my previous response, the best option is to contact our Developer Community since Angular it's a development framework. I shared some documentation that could help, but there is no solution for this yet. Regards, Angélica

Hello Guillaume, Thank you for reaching out to Atlassian Community! The order of the projects in the customer portal is by popularity and the sorting is cached. The cache timeout is 1 day, that's why the order may change from one day to another. There is a feature request regarding the project's order in the portal: *…

Hello Ann, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question where they tested adding a test account to your project and the notification was received. I just wanted to add that I checked blocks and bounces to your domain and find only one email…

Hello @ccperkins, Thank you for reaching out to Atlassian Community! On next-gen projects, there are three types of status: To-Do (Grey), In Progress (Blue) and Done (Green). Only the first column will be To-Do and the last one Done. All other status added between those two will be In Progress. Also, only the Green status…