Angélica Luz Atlassian Team

Hello Wider, Thank you for reaching out to Atlassian Community! Reading the details you provided, I’m afraid your site is being affected by a bug where the newlines are not processed correctly and am extra heading row is added. This happens if the table is created on the old view and then it will show the extra column if…

Hello Hendricko, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, we need more details about your project. * Is it a next-gen or a classic one? * Is this error appearing for all reports or a specific one? * Can you please open the developer tools on your…

Hello mrwiggles, Thank you for reaching out to Atlassian Community! Checking your subscription, I see that on your site there are Jira Software and Service Desk and both of the products have the option to use next-gen projects. As you didn’t mention what product is, I’ll post here the best way to check for both. If it’s…

Hello Aleksey, Thank you for reaching out to Atlassian Community! When we add a table on the description or comment in a Jira ticket, currently, we can only insert/remove columns and rows. There is no option to change the cell color in Jira the same as we can in Confluence. There are no feature requests suggesting the…

Hello Stuart, Welcome to Atlassian Community! When we add Jira Service Desk to a site, it will show the Demo project with some steps to learn how to use it. This step by step is visible only in this demo project and it’s not possible to enable on other ones. On Jira, there are no limits for the number of projects, so you…

Thank you for the information, Izabella. I installed the same add-on here and there is an option where we can choose the projects that will be used. Please, go to Jira settings > Apps. Under "Canned responses" click on Global settings and you will see the option to select the projects.

Hi @Steen Ole They mentioned that it's a short therm backlog, so we believe that soon it will be fixed. I also asked them to add an update on the bug ticket.

Thank you, Kendra. I created the ticket on Dave’s behalf and added you as a participant. You should have received a notification and if not, you can access the ticket directly from the portal: * https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-543134 I won’t be the assignee, but I’m watching the ticket,…

Hello Mike, Thank you for reaching out to Community! I'm not sure if I understood correctly your request, but I tested on my local site and when closing a Story or any other issue on the backlog, it will not show anymore. How are the stories completed? Are you using the last status that sets a resolution or is it another…

Hello Jasna, Thank you for reaching out to Atlassian Community! I've searched for similar cases and there are two common causes for this issue. The first one is related to the Browser. Can you please let us know what browser are you using? Also, test using another one and incognito to check if the same issue happens.…

Hello Luigi, Welcome to Atlassian Community! I changed my profile language to Italian, but I wasn't able to replicate the same issue. Just for us to better understand and help you, can you please let us know where it shows in English on the project? Is it on the sidebar menu? If so, would you mind to send us a screenshot?…

Hello Wouter, Thank you for reaching out to Atlassian Community! I tested on my local site adding a Jira Software user to the Service Desk project only with the Browse projects permission and it's possible to see the tickets. For an internal user to see Service Desk tickets without an SD license, they must have a license…

I see that you created a ticket with our support about this issue, so now let's wait for them to check. One thing that they will probably ask is the support zip, so please create it and add to the ticket already so once the support engineer checks the ticket they will already investigate the logs. - Create a Support Zip 

Hello Michael, Thank you for reaching out to Community! Jira has many project templates for Service Desk and Bussiness and two for Software and when we create a project on any of the products, currently it's not possible to change the template or the project type. There is a feature request suggesting the implementation of…

Hello David, Thank you for reaching out to Atlassian Community! As per the details you provided, I understood that you want participants to receive just the first email when the ticket is created/shared with them and not the other notifications (comment, status), please correct me if I'm wrong. If that's the case, it's…

Hello Aashish, Welcome to Atlassian Community! When a user is deactivated, to activate the account again it's necessary to go to Administration > Users. On this page, you can see all active and inactive users and you can filter by "No site access" or search by name to be easier to find. Once you find the desired user,…

Hello @高橋_良成, Thank you for reaching out to Atlassian Community! Pages and Blog posts are different in some aspects. Even if it looks the same because of the editor and also shares the same space, pages have the page tree and can be organized hierarchically and blog posts are ordered chronologically. You can find more…

Hello Alexey, Thank you for reaching out to Atlassian Community! When linking a space to a Service Desk project, currently, it's not possible to add more fields for customers to know the version of the article or when it was created/modified. There is a feature request suggesting the implementation of this ability: *…

Thank you for the details again, Kendra. There is a bug related to templates that affect the "Decision Log" template only, but I believe that's not your case. We can create a ticket on the admin's behalf and add you as a participant. I see that there are four admins, so just let me know the first name of one of them that I…

That's the correct behavior. When we add only an attachment and select "Share with customer", it will automatically add the attachment as a comment and the customer will be able to see in the portal. When we select "Add to issue only" the attachment will be visible internally and then if the agent wants the customer to…

Hello James, Thank you for reaching out to Atlassian Community! I added a description on the custom field "Attachment" and I was able to replicate the same issue. Then, I found out that it’s a known bug that is happening for a while and affects some custom fields: * Description of some custom fields are converted to HTML…

Hello Holly, Thank you for reaching out to Atlassian Community! The multimedia macro will be deprecated once all pages migrate to the new editor, which is already happening on some sites. We have two feature requests suggesting the new method to have the same options and functionalities as the multimedia macro: *…

Hello Halyna, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, we need more details about what is happening when you try to add the charts on the page. Is it showing an error? If so, please send us a screenshot. Is it happening on all pages? Also, open the…

Hello Imba, Thank you for reaching out to Atlassian Community! When a Cloud instance is created, currently, it already comes with an organization and if not, the site admin can create one. For each site, it’s possible to have only one organization, it’s not possible to create more. There is a feature request suggesting the…

Hello Izabella, Thank you for reaching out to Community! Just for us to better understand what is happening on your site, I would like to know if all projects are of the same type. Currently, on Jira, we have classic and next-gen projects, that’s why is important to know if the add-on is working on a classic project and…

Thank you for the details, Kendra. I tried to replicate the issue on my local site, but using images inside the expand, status, layout, Jira macro and when I publish the page, everything appears correctly. I tested using an empty page and not a template. Searching for similar issues related to the error we see in the…

Thank you for the details, Miro. We tried to replicate the issue here but when viewing the ticket on the old or new view, the @mention appears correctly. Also, we searched for bugs and similar cases, but it was related to the renderer and in your case, you already confirmed that is the correct one. To better investigate,…

Thank you for the details and tests, Leonard. Jira requires a connection using SSL method and this error appears if we try to connect to an IMAP server without using SSL. * Jira server unable to retrieve messages from IMAP server with No login methods supported error Please, follow the steps of the documentation and let us…

Thank you for the test and details, John. I tested adding a .mov video on my local site and it worked. The file had 33mb but the limit was 2gb. Then I changed the size limit for attachments and tried to add the video again and the error appeared. Please, try to add another .mov file with 10mb or less or ask your…

Hi @Nichola Tolmie It should be available already. If the Epic has child issues, it's possible to expand and show them directly in the roadmap. Regards, Angélica