Angélica Luz Atlassian Team

Hello Ankit, Thank you for reaching out to Community! As per the details you provided, I understood that you would like to create a group and assign tickets to the group instead of only one agent. If that's the case, on Jira Service Desk projects, the same as Software and Business, currently it's possible to assign issues…

Hello Arnaud, Welcome to Atlassian Community! The option to create a linked issue, currently, is available only for Jira Service Desk Cloud. There is a feature request suggesting the implementation of this ability on Server: * Create Linked Issue Automation Rule Please, click on vote and watch to receive updates about the…

Hello there, Thank you for reaching out to Atlassian Community! When using Jira, either Cloud or Server, there is an option to create a project with a shared configuration. Currently, it's not possible to export the settings of a project to create a new one, but with a shared configuration, you can create a project with…

Hello Lisa, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and it was resolved by changing the Issue type which removes the Request type that is what triggers the notifications for customers. I'm sharing this information here in case other…

Hello Swetha, Thank you for reaching out to Atlassian Community! When adding a user to the default group to give them a license and add them to the "Service Desk Team" role in a project, they will have permission to work on tickets. If you are using a Classic Service Desk project, you can create a new role and add the…

Hi @[deleted] The workaround is specific for Jira when using the old issue view where the editor is wiki markup. Regards, Angélica

Thank you for the information, Peter. I saw that you created a ticket with our support on the same day you created this question and they are already helping you there and waiting for your response to better investigate the issue. Let's focus on the ticket to avoid any misunderstanding and after the ticket is closed, feel…

Hello there, Welcome to Atlassian Community! When a customer creates a ticket using the portal, they can only add participants after the ticket is created. The option is visible on the right side of the ticket: On the request form, they can share the ticket with an Organization only, but not participants, so if they are…

Hello Peter, Thank you for reaching out to Atlassian Community! When a comment is not added to a ticket or when a ticket is not created, we can check the logs in the projects to find out what is happening. Please, go to Project settings > Email requests and click on “View logs”. On this page, you can see all emails that…

Hello Willians, I searched and didn’t find any feature request suggesting this for Server, so currently, there are no plans to implement this. Please, feel free to raise a feature request on jira.atassian.com (project JRASERVER) adding more details about why this feature is important for your environment. Regards, Angélica

Thank you for the details, Anneke. I’ve searched and tested here and it looks like the field is hidden on this project. I found a ticker on our support channel and the customer had the exact same issue and to fix this it’s necessary to unlock the field in the database to make it visible. In order to access the database,…

Thank you for the details and screenshots. When you access the project settings, can you click on “People” and check if you were added to the project? If it shows an error message, please let us know. Have you checked your profile to see if you are part of other groups that give permissions to projects?

Michael, this is not a bug. The field “Request type” is only for service desk projects and it won’t show when creating a ticket using the + button. On the documentation that I linked on my previous answer it shows the feature request suggesting to add this field while creating a ticket: * Customer Request Type not visible…

Hello Robin, Thank you for reaching out to Atlassian Community! The option to find and edit issues using the Actions menu is currently only working on classic projects with the old view. When using the new issue view or next-gen projects, if we use “GG” or “.” we can only search for system menus and not fields. This issue…

Thank you very much for the details! I was able to replicate this issue and actually, this is happening with tickets from any Service Desk next-gen templates. When filtering by unresolved, somehow the tickets created on next-gen are not showing, but if we use “All issues” it shows normally. It also works normally with Jira…

You are welcome! I'm glad to help. When we add a user as a participant, they will be able to contact the customer using the portal, because Jira will recognize them as customers as well. Any internal user added as participant or part of an organization can access the portal and add public comments. When working with both…

Hi Aleksander, I tested using a portal only account and today I made a new test by using another portal only account, so I invited to the project and created a ticket through the portal and email. When we change a template on a project, this template is applied to that project only, so if you are using other projects, it…

Hello Mary, Thank you for reaching out to Atlassian Community! On Jira Cloud, when we export or bulk change issues, the maximum allowed to perform those actions are 1000, that's why when you export issues it doesn't show all. We had a feature request suggesting to increase this number, but it was already closed as "Won't…

Hello Jason, Thank you for reaching out to Atlassian Community! Reading the details you provided, I believe you're running into a bug that was already fixed on the version 4.4.2: * Related knowledge base articles return blank result when viewing issue from JIRA issue search view Please, update your Service Desk to 4.4.2…

Hello Michael, Thank you for reaching out to Atlassian Community! On Jira Service Desk what triggers a notification for customers are the Request types, so it's important that this field gets filled when a ticket is created. When a customer sends an email or creates a ticket using the customer portal, this field is…

Hello Chris, Welcome to Atlassian Community! Thank you for reporting this issue to us. Just for a better understanding and also for us to try to replicate here, I'll make some questions: * Is it related to classic or next-gen projects? * Have you checked what tickets are not appearing in "My open issues"? * Have you…

Hello Patrick, Thank you for reaching out to Community! On the customer portal, fields that are added to the form are the only fields that will be visible for the customer after the ticket is created. Fields that are not added to the form and the ones that receive a value after the ticket is created will be visible only…

Hello Kerrie, Thank you for reaching out to Atlassian Community! Just to make sure we are on the same page, I would like to confirm if this issue is happening on the customer portal or on the agent view. You mentioned that it happens only on a project and other Service Desk projects it works, is that correct? If so, please…

Hello Brian, Thank you for reaching out to Atlassian Community! The Workload report shows unresolved issues and the workload remaining. On the screenshot, it shows only one project, so it's necessary to confirm if the assignee is logging hours on all other projects. If they are logging hours and setting the estimation, it…

As he is a participant, he received a notification, so he could access the portal through the email: Also, he can access the portal directly through the ticket. New issue view: Old view: There are other options, but in this case, it's to go to the portal only and not directly to the ticket:

Hello Corey, Welcome to Community! I saw that Tim didn't create the ticket, so I'm not sure if he was able to resolve the issue. I remember that when I answered this question, I talked to the Jira Software team and they suggested to create a ticket, but since Tim didn't answer about the platform he was using, I couldn't…

Olá Nelson, tudo bem? Podemos te ajudar por aqui. Por favor, nos informe no que você precisa de ajuda e todos os detalhes e testes que você já vez. Se tiver algum erro, nos envie um screenshot. Atenciosamente, Angélica

Hello Chris, Thank you for reaching out to Atlassian Community! The Create issue screen is something that indeed was not migrated to the new view yet and we understand it’s complicated when creating an issue because of the Editor that is different. Currently, there is no SLA of when it will be implemented in the new view.…

Hello cmetcalfe, Welcome to Community! I tested here and searched for similar issues, but didn’t find anything related to this error. Checking the logs, I was able to find many errors related to “Fetch call failed with status code: 401” and some others related to “navigation.view.error-loading-view”, “Cannot fetch project…

Hello Gaëtan, Thank you for reaching out to Community! The customer portal and the knowledge base it’s a great option to help customers and currently, it’s possible to link to a Confluence space only. There are no settings or workaround to use another knowledge base in the portal. Something that you can do is to add the…