Angélica Luz Atlassian Team

Hello Phill, Thank you for reaching out to Atlassian Community! The feature mentioned on the community post you added here is related to Jira Server where the portal is different. On Jira Cloud, it was the same thing, comments were shown from newest to oldest for a long time and it changed recently showing the comment box…

Hi there, Welcome to Atlassian Community! It’s possible to create a project with a shared configuration in Jira Cloud. This isn’t exactly a copy from a project, but it will share issue types, workflows, fields among other configurations, but request types are not one of them. * Create a project that shares its…

Hello Lluís, Welcome to Atlassian Community! If the user you are trying to add is showing correctly on the list and on Administration, maybe this issue is related to permission. Can you please confirm if this is a licensed Service Desk user? They should be part of the default group that gives access to Service Desk,…

Hello Juergen, Welcome to Atlassian Community! On Jira and Confluence Cloud, users can select the desired language directly in their profiles and it will translate the entire site for them. With that said, it’s not possible to set a default language for projects or spaces because it will depend on the users’ profile.…

Thank you for the details, Nir. I believe you are using a Classic project and not a Next-gen, is that correct? If so, can you please go to Project settings > Permission to confirm if everyone has permission to delete? You won’t be able to edit, but we can see who has permission. Also, was this project created directly on…

Hello Eric, Welcome to Atlassian Community! With the details you provided, I tried to create an automation in my local environment, but I’m afraid that Automation for Jira doesn’t support this type of transition. On WHEN we can add two statuses, but on THEN we can only select one status and it’s also complicated to set…

Thank you for the details. I was testing here and there are different behaviors when using Firefox and Chrome. The correct behavior is that administration groups can’t be added as a default access group, so I couldn’t replicate the issue on my local site. Can you please let us know if this site is a migration from other…

Hi @Scott Thurston and @Sergio Freire - Xblend I added on the bug link two new gifs showing how to replicate the issue to check if there are any updates (it's a internal comment). Please, make sure to watch the bug to receive updates and also to click on "This affects my team" for our dev team to know how many customers…

Usually, when a reply creates a new ticket instead of adding a comment, is because the user/customer doesn't have permission on the ticket. Just to make sure we are on the same page, what notifications are they replying? Is it the customer notification or agent notification? What is their role in the ticket (assignee,…

Here in community we can only add pictures, including GIFs, it’s not possible to add other types of files. Please, let us know more details and send us the screenshots when testing what I sent on my previous response. It will help us to better understand the issue and find what may be causing this.

Hi Bharathi, Thank you for reaching out to Atlassian Community! When a user shows with a different name in Jira, it means that it's something related to their profile, because since 2017 with Atlassian account, admins can no longer manage users' information. Can you please ask the user to go to their profile on…

Hi Patrick, Thank you for reaching out to Atlassian Community! To edit the default groups for each product, please go to Administration > Product access. On this page, click on … for the desired group and click on Make this group default: Please, give it a try and let us know how it goes. Regards, Angélica

Hello Pashtek, Welcome to Atlassian Community! The charts available in Jira, the same as the reports for Jira Service Desk are available only for internal users (licensed users), so currently it's not possible to share this information on the customer portal. We have a feature request suggesting the implementation of this…

Hello Jason, Thank you for reaching out to Atlassian Community! On the new issue view/next-gen projects, when we click to add a file it will show all recent files that we used and not only the files from that specific ticket. The command for Server is for wiki markup editor that is the same editor of the old issue view for…

Hello Johannes, Happy to see you again! This issue that you mentioned seems related to permission. To confirm what is preventing the ticket from being created, you can check the email log. Please, go to Jira settings > Products > Email requests. On this page, click on View log for the affected email and then Processing…

Hi there, I saw that the ticket you created also mention this question. I'll link your other question here, and also feel free to share the resolution here once the ticket is closed. * https://community.atlassian.com/t5/New-to-JSD-questions/public-customer-sign-in-is-unclear-in-jira-service-desk-help/qaq-p/1231302 Regards,…

Hello there, 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 Wimpie, Thank you for reaching out to Atlassian Community! I was able to see that you are an org admin, so you should be able to access the domain verification tab on admin.atlassian.com. When you go to admin.atlassian.com, the first thing that you should see are the organizations where you are admin, so please…

Hello Dayanna, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I would like to know where are you seeing this error. Were you able to login to your account? Please, go to id.atlassian.com and try to log in and after that, go to your site xxxxxxx.atlassian.net and try it too.…

Hello Joel, Welcome to Atlassian Community! On the customer portal, the field Assignee is hidden, so currently it's not possible to allow customers to select an assignee. We have a feature request suggesting the implementation of the ability to show the field: * Allow Assignee to be Shown on Customer Portal Even if the…

Hello Derek, Thank you for reaching out to Atlassian Community! When a comment is not added to a request, the most common cause is that the person doesn't have permission on the ticket. To check the reason why the comment is not added, please go to JIRA Administration (cog icon) > Applications > JIRA Service Desk - Email…

Thank you for the screenshot and sorry for the misunderstanding. I sent you the options that agents see when viewing a ticket, but in your case is the customer portal. The customer portal changed recently, and not it will only show an X next to their name: Please, give it a try and let us know how it goes.

Hello Bridget, I do understand that it seems a bug, but customers were never able to easily mention users and customers in the customer portal. The [~username] was a workaround because when we use @ nothing happens in the portal, that's why that feature is open since 2014 and also that's the reason why a new feature was…

Hi Quentin, Thank you for reaching out to Community! You are using a next-gen project where it's expected that all custom fields show on the right side. On my previous gif, the summary and description didn't show and they added it now, but the same as before, it's locked. Next-gen projects use the new issue view which we…

Hello Mark, Thank you for your feedback. We understand that it's a big change in the customer portal and we are working to provide the best for everyone. I've shared your feedback as an internal comment on the feature request and also mentioned this internally asking for a public update in community or on the feature…

Hello Mike, Thank you for reaching out to Atlassian Community! When we add request participants on the ticket, they will be able to see the ticket and comment on it. Request participants receive the same notification as customers and what triggers the notifications is the request type. When a customer creates a ticket…

Hi Paula, Thank you for reaching out to Community! I saw that you created a ticket with our support and it was already resolved. I’m sharing the resolution here in case other community members have the same question. To add a link to Skype on customer notifications, it’s necessary to go to Project settings > Customer…

Hello José, Thank you for reaching out to Atlassian Community! SLA is a great feature to track if the team is answering and helping customers in the time admins set for them. Currently, the SLA is static, so we set a time and that's it, we can't use the SLA based on a custom field, like due date, for example. We have two…

Hello Anna, Thank you for reaching out to Atlassian Community! Reading the details you provided, I believe that you are facing this issue because on the new issue view the Read-Only fields are editable. It still works when using the old view, so if you use a Classic project, you can disable this for your profile by going…

Hello Jean-Louis, Welcome to Atlassian Community! Following the steps you provided, I tested on my local site but I wasn’t able to replicate the issue. Here is a screenshot of a form in the portal, where it shows the cancel button and other links where we can go back to the main page: Just for us to better understand and…