Angélica Luz Atlassian Team

This is the default option when the site has Jira Software. If the only product is Jira Core, then it will be imported as a Classic project. * Importing data from Trello We have a feature request suggesting the implementation of this ability: * As a Jira administrator I want to select a classic project as destination when…

Hi Trevor, We tested here using Office365 on Mac and Windows, but the issue didn't happen. I found two new cases with our support related to the same issue and I've been watching the tickets to get more details. Can you please check the history of the tickets if it shows who made the changes to the star rating? If…

Hello Fabio, Thank you for reaching out to Atlassian Community! When a customer or an agent sends an email to service desk, the From will always be added as the reporter and other emails added to To or CC will be added as participants. Currently, there is no option to use fields or other configuration to select the…

Currently, there is no variable to add SLAs on the notification. The workaround for that would be an automation to send an email to the customer. For example, there are three priorities on the project, the priority High is 1 hour SLA, Medium is 3 hours and Low is 6 hours. You can also customize the automation if the SLA is…

Hi Hoa, Thank you for reaching out to Atlassian Community! With the recent changes with the editor in the customer portal, the editor also changed and testing on my local site the workaround still works if mentioning an agent. It will not show the full name, the comment in the portal will show [~username] after it's saved,…

Thank you for the details and screenshots. We tested on our site here but we couldn't replicate the issue, so we need more tests to find the root cause. You said that it was working last week, do you know if it was installed a new add-on or a browser extension? Can you test using another browser and also incognito mode?…

Hello Matt, Welcome to Atlassian Community I see that you are the only user on the site, so the error shouldn't be related to the license and yes, you can add three licensed users for a free site. We understand that this error is generic, so to get more information about what is causing this, please open the developer…

Hello Claire, Welcome to Atlassian Community! Next-gen projects along with many other new features in Jira Cloud is always being updated and improved. The hierarchy will be added this year, it means that in 47 days or less this feature will be available. We are not sure the exact date, so we need to wait. Our Product…

Hello Cesar, Welcome to Atlassian Community! Thank you for sharing your use case. The 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…

Hello jsmith, Welcome to Atlassian Community! Jira Cloud is always receiving updates and changes, so there are different ways to create subtasks since we have the new issue view and the old issue view. The first thing to check is if the sub-tasks are enabled on the instance. Please, go to Jira settings > Issues >…

Hello Jaspreet, Welcome to Atlassian Community! The queues in Service Desk provides a quick view of the issues based on a JQL and in order to edit the fields for a ticket, it's necessary to view it. In May this year, it was rolled out the ability to assign and to transition issues, so you can just click on these fields to…

Hello Sheri, Welcome to Atlassian Community! The implementation for Jira Service Desk Cloud is pretty different from Server because once you start a Cloud site, everything is ready to use and test. You can share your use case with us and your questions regarding how to use, how to configure and we will gladly help.…

Hello Adrian, Welcome to Atlassian Community! Jira Cloud Free was recently released and it was created for small teams, that’s why there is a limit for notifications. Currently, there is no option to disable notification for specific customers, admins can’t manage this setting on customer profiles. In this case, you can…

Hello lgonzalez, Thank you for reaching out to Atlassian Community! Agility projects and boards are no longer available in Jira Cloud, it was replaced by Next-gen projects. In this case, to create the board, you need to create a next-gen project. Go to Projects > Create project and select “Try a next-gen project”. For this…

Hello there, Thank you for getting in touch with Atlassian Community and thank you for adding the screenshots. I tested here on my local site and it works when using the old and the new view: Is this a new project that was created recently? Can you enable the new issue view on your profile just to check if it shows the…

Hi himwalle, Welcome to Atlassian Community! On Jira Service Desk there is a great feature where we can edit the CSS and HMTL of the notification customers receive. Note that, this change will be applied to all customer notifications of the project, so if you use other projects, you will need to edit one by one. Please, go…

Hello Fahad, Thanks for reaching out to Atlassian Community! When creating a Service Desk project, the queues will be added according to the selected template. Currently, the queues created for a project, cannot be shared or added to other projects. Based on your request, I created a feature request suggesting the…

Hi there, Welcome to Atlassian Community! When we export issues to Excel, the information we get is the result of a search that doesn’t include the information about when the issue was transitioned, for example. This information shows on the history of the ticket, which currently it’s not possible to export. We have a…

Hello Besarion, Welcome to Atlassian Community! On the customer portal, customers can find all requests that they created and also the ones shared with them, but currently, it’s not possible to add more options to search for issues in the portal. We have some feature requests suggesting the implementation of this ability:…

You are welcome, Yoann! However, NG seems really unfinished based on your comments. Could you share what the "level of maturity" for NG? What is it made for and for which scenario it is suitable right now? Next-gen is more simple, for small teams. You can find what customers are asking for next-gen on the sub-tasks of the…

Hello Szymon, Thank you for reaching out to Atlassian Community! I see that you added one screenshot from Jira Cloud and another one from Jira Server, so I will share the documentation related to both products. Jira Cloud: There are two types of projects in Jira Cloud, one is a Classic and the other one Next-gen. For…

Hi there, Welcome to Atlassian Community! Next-gen and Classic projects are different when it comes to shared configuration, so currently, we can just bulk migrate tickets from one project to another. It will not be possible to change the project type only, because there is a lot of configuration from next-gen that doesn’t…

Hi Alessandro, We are still investigating the issue. I found some errors in the logs that might be related to a migration issue. The other error I’m not sure what is the cause. I found some tickets on our support channel where it was resolved by deleting cookies, clearing cache and other things related to browser. So, just…

Thank you for your feedback. I tested here using a classic and next-gen project and the behavior is the same. I believe it has to do with the recent changes in the customer portal. Based on your request, I created a bug for our dev team to check: * Project still appears in the portal even if all request types are hidden…

Hello Bernhard, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if it happens when saving the translation or when trying to set German as a default language. There is a common issue when adding another language as default, where usually, this issue…

Hello Jasmina, Thanks for reaching out to Atlassian Community! Service Desk it’s a great tool to help customers, but currently, it doesn’t have the functionality to store more information about customers. We have a feature request suggesting the implementation of this ability: * Basic CRM functionality Please, click on…

Hi Bharath, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question, 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 instead. Once the…

Hello Glyn, Welcome to Atlassian Community! If Ivanti Heat has the option to export issues to CSV, you can import tickets to Service Desk. You can follow the steps of the documentation below to better understand how it works: * Importing data from CSV If you have any other question regarding this matter, please let us…

Hi there, Thanks for reaching out to Atlassian Community! When creating a linked issue, the create issue screen will only show basic system fields and currently, it’s not possible to edit this screen to add more custom fields. We have a feature request suggesting the implementation of this ability: * Create a Linked Issue…

Hello Stephanie, Thanks for reaching out to Atlassian Community! When moving a ticket from a project to another, usually the request type will be set as “No match” which will prevent customers to see the ticket thought the customer portal. Please, check if the request type and ask them to check if they are able to see the…