Angélica Luz Atlassian Team

Hi @[deleted] I saw that our PM added a comment on the Bug yesterday, so please, make sure to watch the bug to receive when he post the update. Regards, Angélica

Hello Yoann, Thank you for reaching out to Community! Using the details you provided, I searched on our support and documentation, but I'm afraid that this option is currently not available for Jira Cloud. There is a feature request created in 2017 and the last update is from September this year, where our Mobile PM asked…

Thank you for the screenshots and information. I found one error on the logs but it doesn't help to figure out what is the cause. The Uncaught TypeError might be related to some add-on. Can you please ask for the admin to check the list of the add-ons and let us know the ones you are using? So, I can install here and test…

Hello Mike, Thank you for reaching out to Atlassian Community! We still don't have an SLA of when the Approval option will be implemented for next-gen in Service Desk. Please, vote and watch the feature below to receive updates: * Enable the approvers on next-gen projects Regards, Angélica

Hi Christopher, You can create the request type and let it hidden from the portal. So, when you move the ticket, you can set this request type. When the request type is hidden, customers can't create tickets, but they will be able to see the ticket on their requests' list. Regards, Angélica

Hello @MzM Yes, the add-on works for any custom fields and not only system fields. When you select the option "Field value changed" you will see the list with all custom fields: Regards, Angélica

Hello @Victor Sanchez, Welcome to Community! The option to append some text with the original summary is not available on the built-in automation on Service Desk, that's why it's necessary to use the add-on. As Katherine mentioned, Atlassian owns Code Barrel now (it was not an Atlassian company when it was answered last…

Hello Eggy, Thank you for reaching out to Community! The option to filter by Label was recently released and this filter only recognizes information added in the system field, so if we created a field of the same type, it won’t be recognized for the filter, but any information added to the system “Label” field, will work.…

Hello Iynapurapu, Thank you for reaching out to Atlassian Community! When we export a CSV with all fields, for next-gen, currently, it doesn’t show Epic information. Even if we set a value for the fields Epic name, Epic color, Epic link, and Epic status, it will show empty when we search or export the issues. The fix for…

Hello Aleks, Thank you for reaching out to Atlassian Community! When we add customers to a project and then add them to an organization, they will be able to search only for tickets where they are the reporter, participant or the ones shared with the organization. You can add the same customer on more than one…

Hello Jaret, Thank you for reaching out to Atlassian Community! On the Issue Layout, we can change the order of the context fields for each request type only, because the same as on the customer portal, each request type has different fields and order, so it’s not possible to change for all request types at once. Based on…

Hello Paul, Thank you for reaching out to Community! When using a classic or a next-gen Software project, currently, there is no option to rename a closed sprint. We have a feature request suggesting the implementation of this ability: * Ability to see, edit, reopen, and delete sprints in next-gen boards * As a Project…

Hello Hoc, Thank you for reaching out to Community! Since 2017 when the Atlassian account was released, admins can no longer manage users’ information, including the full name. In order to prevent users to edit this information and to allow the admin to do that instead, it’s necessary to verify the domain, so the admin…

Thank you for the information, William. When the field Security Level is empty, it won’t show on the view screen. In order to edit this field, you can click on “Edit” or use the shortcut pressing GG or Dot in order to open the dialog box and you can search and set the value in the field.

Thank you for the details, Fernando. I’m glad that it’s working. Did you change any configuration on Google side? If the issue happens again, then we can create a ticket with our support because we can see the email header in the database, but to access it, it’s necessary a ticket.

Hi @Kara Kerkhof Disabling the mail handler on a project will only affect that project. Each Service Desk has a separated email channel, so it won't affect anything. Regards, Angélica

Hello there, Thank you for reaching out to Atlassian Community! I tested using Jira on Android mobile and there is no option to flag, but it shows the Flagged icon if we add it using the web version. Regarding the text format, I was able to add the info panel only when editing a comment or description, but not when adding…

Hello there, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, can you please give us more details about the steps you are following and if possible share with us a screenshot of how it looks when you export? Are you exporting issues or a backup? When did this issue start? If…

Hello Luca, Thank you for reaching out to Community! When a customer shares a ticket with an organization, by default, the members of the organization will receive only the first notification informing that it was shared and then they can choose in the portal if they want to receive the future updates. If they don't select…

Hello Leon, Welcome to Atlassian Community! When using the add-on Automation for Jira, the user that will execute all the actions it's the own add-on user. By default, the user has permission for all projects since the add-on works for all types of projects. I tested creating a simple automation to clone an issue and it…

Hello Rune, Welcome to Atlassian Community! When customers log in for the first time, they will see the onboarding questions, which can't be disabled. If they don't want to select an option, they need to skip the questions and it won't appear on the next login. Regards, Angélica

Hello Christopher, Thank you for reaching out to Atlassian Community! When this issue happens, where the description is not shown in the portal, usually the request type is empty. By default, when the request type is empty the ticket won't show in the portal, but we've seen cases that when a ticket is moved, the issue type…

Hi Yoann, You don't receive notifications because, by default, we don't receive notifications of our own changes. For that, you can go on your Profile picture > Settings > Notifications of your changes > Notify me. After that, the changes you made and when you mention yourself, you will receive notifications. For the…

Thank you for the details You mentioned that this is happening only with two new customers, is that correct? Are they based on the same location? If possible, share with us the state they are based on. Also, is the domain different from other ones? Do other customers using the same domain face this issue? Soraya, you said…

I'm sorry for the misunderstanding, Helen. I read your question correctly, but then when I tested, I used the assignee instead of reporter, I'm sorry. Indeed, there is no option to search for reporter or other fields, so based on that I created a feature request suggesting this: * Ability to create and edit filter on Jira…

Hello Paul. Welcome to Atlassian Community! When we add a customer to a service desk project, they will be able to see all request types in the customer portal, it’s not possible to restrict by organization, domain, role or group. Currently, there is no permission that prevents that. We have a feature request suggesting…

Hello Elizabeth, Thank you for reaching out to Community! Internal users that don’t have a service desk license, are able to add only internal comments when they are watchers. For public comments, the person must be the assignee, reporter, participant or part of an organization. Can you please check if the Software user…

Hello Tuvia, Welcome to Atlassian Community! When using the email address created by Jira, if it fails to create a ticket, it won’t be read again. The mailbox is not accessible, so we can’t flag the email as unread for Jira to read it again and create the ticket. Also, currently, it doesn’t generate a notification. We have…

Hello Nick, Thank you for reaching out to Community! The default group for Service Desk agents is actually jira-servicedesk-users. This is the default group that gives access to the service desk and then, adding the agents to the role “Service Desk Team” in the project will allow them to work on tickets. So please, search…

Hello Matt, Welcome to Atlassian Community! Thank you for reporting this to us. I tested here on my local free and standard site and here are the results. When creating a Service Desk project on a Free cloud site, that it’s your case, even selecting the access as “Private” while creating the new project, the customer…