Angélica Luz Atlassian Team

Hello Lyndon, Thank you for reaching out to Atlassian Community! Checking the feature request, the last update was in October 2019 informing that there is no ETA for the feature to be implemented. * SSO integration with JIRA Service Desk The only workaround at the moment is to migrate customers to Atlassian account, so…

Hello Marcelo, Thank you for reaching out to Atlassian Community! Checking the documentation and also internally, I didn't find any API that would show the most popular article or the list of articles. With that said, I believe that it will not be possible to query this information at the moment. There is no feature…

Hello Homajun, Thank you for reaching out to Atlassian Community! When customizing the customer portal, the recommended banner size is 1680x360, so other sizes may not fit correctly. Please, give a try by changing the banner to the recommended size. Regarding the position of elements, the customer portal is very limited…

Hello Kelly, Welcome to Atlassian Community! On Next-gen projects, currently, there are many features that were still not implemented and one of these features is the ability to customize the fields that appears on cards. There is a feature request suggesting the implementation of such ability: * Ability to customise the…

Hello Jonathan, Thank you for reaching out to Atlassian Community! The buttons in the customer portal are not editable. This is different from the internal workflow where it's possible to change the name of transitions, but it doesn't reflect in the customer portal. I didn't find any feature request suggesting this, so…

Thank you Stefan. Checking internally, we believe that it will be better to create a ticket with the Bitbucket support, so they can check your email or if you are using an alias, since here in Community we don't share any private information. On a ticket, only us from Atlassian and you will have access, so you can share…

You are always welcome, Tom! I saw that they already disabled the captcha for your site. If you have any other questions, please let us know.

Hi Ryan, It's possible to send the Request created notification to participants as well. They will receive both notifications. I tested and the participant receives the original email and then the Jira notifications: To configure that, please go to Project settings > Customer notifications and click on Edit for the Request…

Hi Joshua, Welcome to Community! I tested here and searching using "vpn" or "VPN" it shows the same results. I created pages using the same title as your articles and it shows in the customer portal. The search in the portal is limited to only three results:

Hello Mariana, Welcome to Atlassian Community! JSD Next-gen projects are more simple than Classic ones, so there are features that are currently not available. Below is a feature request that contains sub-tasks with all features asked for next-gen projects: * Next-gen Jira Service Desk Projects Please, check the features…

Thank you for the information, Stefan. We found a post with a similar issue and the steps may help you resolve your issue as well. They resolved the issue by sending the invitation to the bitbucket username instead of the email address. Can you please ask the admin to do that? For more details, please check the thread…

Thank you for the information and details, Kamal. I believe that this "Won't do" belongs to another project and not the project you need. I also faced this issue when created the automation without specifying the project. Please, go to the Automation rule and click on "Rule details" and select the project: After that, you…

Thank you for the details Maliha. I've checked here and I'm afraid this will not be possible to do with the built-in Automation in Service Desk. You can use Automation for Jira to achieve this: Automation for Jira Here is an example of an Automation that will transition an issue after all linked issues are resolved:

Hello Alessandro, Thank you for reaching out to Atlassian Community! The trusted-user on permissions is related to all Trusted users of the site. This is a group of the internal users who the site-admins added as Trusted users. Add-ons are part of atlassian-addons-project-access only. The ID that shows on the group is…

Hello vgross, Thank you for reaching out to Atlassian Community! When using next-gen projects, since it's more simple than Classic ones, currently it's not possible to create filters for Boards or Backlog. There is a feature request suggesting the implementation of this ability: * Ability to create quick filters in…

Hello Nick, Thank you for reaching out to Atlassian Community! When creating a ticket, it will show the markup editor, but you can use [Test|test.com] that it will render correctly when viewing the ticket using the new UI. If you need to add a link directly in the new UI, you can you [Test](test.com) which is the format…

Hello Ryan, Welcome to Atlassian Community! Testing using the details you provided, I created a ticket with an email and after receiving the first notification (Issue Created), I added the same account as Request participant, so I received the notification for Participant added. After that, using my admin account I changed…

Hello Jim, Thank you for reaching out to Atlassian Community! Although we would like to help you with this request, currently it's not possible to retrieve logs beyond 6 months. There is a feature request suggesting the implementation of this ability: * Jira audit log retention period needs to be increased Please, click on…

Hello Tom, Thank you for reaching out to Community! The captcha is added to the customer portal to prevent getting SPAM requests and this feature is something that is not available for administrators to disable, however, we from support can do this, but it will require a ticket since it's necessary to escalate this…

Hello Ron, Thank you for reaching out to Atlassian Community! When using next-gen projects, since it's more simple than Classic projects, currently it's not possible to use filters for Boards and Backlog. There are some feature requests suggesting the implementation of such ability: * Ability to create quick filters in…

Hello Stacey, Welcome to Atlassian Community! Checking using the details provided, I believe that this issue is related to a bug where Labels that contain the + characters can't be deleted. * Labels with + characters cannot be deleted. Please, confirm if the Labels that you want to delete has this special character and use…

Hello Andreas, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, I would like to know if you are talking about agent or customer notifications. Customer notification has the "View request" link that will redirect to the customer portal. Currently, Jira Service Desk only…

Hello Stephen, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, I would like to know if you contacted your site administrator to confirm if your colleague's account is active on the site. Also, a site administrator can send an email to reset the password.…

Hello Nitesh, Thank you for reaching out to Atlassian Community! I saw that you created another question where they mentioned about the Legacy mode that was the only way to restrict the original estimate to be edited, but this feature was removed from Cloud a while ago. Checking some other tickets and checking my test…

Hello Neal, Thank you for reaching out to Atlassian Community! I saw that your team recently migrated from Jira Service Desk Server to Cloud, so maybe this error is happening due to the migration. To be honest, I didn't find any similar issue in Cloud. The only one I found with the same error message was related to a CSV…

Hello Patrick, When using Jira Service Desk, there are two types of people: Users and Customers. Users, also known as Agents are licensed people who can access the site, the projects and work on tickets. Agents can: * View the customer portal, queues, reports and SLA metrics within a project * Add, edit, and delete…

Hello Nayia, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, agents receive system notifications, which currently it's not possible to edit. Only customer notifications have the option to customize, but for agents, as they receive another type of notifications, there is no editor to edit…

Thank you for testing, Stefan. We can see that your account is associated with only one Bitbucket site. Can you please confirm with the Bitbucket admin who sent you the invitation to confirm if the site is a free tier? The Bitbucket free has a 5 user limit, so if they invite anyone else that past the user limit, the…

Hi Kamal, Thank you for sharing the screenshot. On next-gen projects, there are three types of status: ToDo (Grey), In Progress (Blue) and Done (Green). The first column will be ToDo, the last one will be Done that automatically adds a resolution and the other ones between those two will be In progress. With that said, as…

Hello Maliha, Thank you for reaching out to Atlassian Community! On Jira Service Desk, the automation doesn’t have an order to be executed. If there are, for example, 10 automation that runs when the ticket is created, it will not run always in the same order and also not in the order of the date the automation was…