Angélica Luz Atlassian Team

Thank you for the details. Currently, on Jira, we can only assign an issue to a single user, so I would like more information of how you are assigning tasks to more than one user. I see that on the site there is an add-on called OKR Board for Jira, but I’m not sure if this add-on allows this option, so please, give us more…

Hi Peter, If there are few employees that need this setting you can use the same automation but instead of selecting the reporter, as they are internal users, you can add them to a group with the name of the manager. Example: So, when a user creates a ticket and they are a member of the group “John” that would be the…

Hi Irina, Thanks for reaching out to Atlassian Community! The satisfaction survey is a great option to get customers feedback, but in Jira Service Desk the configuration is very restricted regarding the configuration. With that said, currently, it’s not possible to add this option in the customer portal or send a…

Hello Oli, Thank you for reaching out to Atlassian Community! When we add the language support on a Service Desk project and add the translations, it will be available for customers, but it will depend on their language in the customer portal. So, if the customer changes the language on their profile in the customer portal…

Hi Paul, Thanks for reaching out to Atlassian Community! I’m not sure if I understood correctly your question, so I would like to clarify if the users that you need to access the portal and Confluence are internal users with a license to other products, for example, Jira Software users. Any internal user can be a customer…

Hello Christopher, Thanks for reaching out to Atlassian Community and for the screenshots. I can see that the request was created by email (or using the request type for email) where only Summary and Description are required and all other fields are optional. I tested here adding some fields in the form and creating the…

Thank you, Roberto. We are still not sure what may be causing this, so we need more tests. * Try to login using incognito mode, just to make sure there is no extension preventing the login. * Clear browser cache and cookies. * I found some cases where changing the browser language did the trick, so ask if it’s possible to…

Thank you for the details. I’ve checked some similar cases related to JETI and the when the reply generates a new ticket is because the person who replied didn’t have permission to comment on the issue. Can you please check if the duplicated ticket has the same reporter? Is this happening for all emails that are sent when…

Hello Corey, Thank you for reaching out to Atlassian Community! As per the details you provided, you are using a next-gen service desk project, and currently, this type of project is not associated with a notification scheme, that’s why you can’t associate the scheme with this project. With that said, we have a feature…

Hi Hector, Thanks for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this issue, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms,…

Hello Ohmkumar, Thank you for reaching out to Atlassian Community! The subscription notification is generated by the system and it’s not possible to change the outgoing email. We have feature requests suggesting the implementation of this ability: * As a Jira admin I want to change the outgoing email address through the…

Hello Charles, Welcome to Atlassian Community! Using SSO such as GSuite it’s great to manage all users, but currently, this option is not available for portal only customers, since they need an Atlassian account and also they need to be listed as internal users. There is a workaround for that, where you can migrate the…

Hello Flo, Welcome to Atlassian Community! Usually on Service Desk, when a customer doesn’t set their full name on the first login, it will show their email. I’ve searched on Service Desk and didn’t find any menu or field where the customer shows as Author instead of Reporter, can you please send us a screenshot of the…

Hello Glenn, Welcome to Atlassian Community! I read the documentation and I’ll tell you by my experience, that only using Jira without any add-on, it will not be possible to allow customers to create an account for other customers. On the documentation, they mention about the add-on Refined - Structure and Theme JSD, which…

When the Identity provider is down, users can use the option “Can’t login?”, so they will receive an email to set the Atlassian account password and they will be able to log in. SAML 2.0 is supported, you can configure it for your Atlassian site.

The start would be the Start of the SLA. On the screenshot you sent there are three columns: Start, Pause and Stop. So, as a test, you can edit the SLA and add on Start the “Entered status: Moved from support”. Regarding the Request type, when moving a ticket it will always be empty, so it’s necessary to manually change…

Hi there, Welcome to Atlassian Community! Atlassian documentation, the same as our support, only supports English, Japanese and Portuguese, so currently, none of our documentations have the translation to other languages. * Atlassian Support Offerings Regards, Angélica

Hello Stephy, Thank you for reaching out to Atlassian Community! I tested on my local environment using the new and the old view and it’s working when pressing enter or tab. I tried many times but none of the times it failed. Just for us to better understand the issue you are facing, would it be possible to record the…

Hello Rob, Thank you for reaching out to Atlassian Community! When we add new users or if we allow anyone with a specific domain to join, they will receive the permissions according to the configuration that it’s set on Product access. So, on Administration > Product access you can see this information: You can enable and…

Hello Frans, Welcome to Atlassian Community! Using the steps you provided here, I tested on my local environment and it’s working normally. I see per the screenshot that it seems that you are not the assignee for any ticket. Just for us to better understand and help you with this issue, can you please let us know if this…

Hello Azhar, Thank you for reaching out to Atlassian Community! Customers can add request participants after the ticket is created when using the customer portal and for email, they can add them as CC and they will be added as participants as well. For them to share the tickets through the portal and email, there are two…

Hi Dishal, Thank you for reaching out to Atlassian Community! We appreciate all the details provided. The steps you followed is indeed the necessary configuration we need to make to restrict the projects for customers. When we open a project to allow anyone to send a request, all customers and users from one project will…

Hello Chris, Thank you for reaching out to Atlassian Community! Next-gen projects were created to be more simple, so there are many features from Classic projects that were not implemented on Next-gen yet and one of the features is the time in column. We have a feature request suggesting the implementation of this ability:…

Hello Thomas, Thanks for reaching out to Atlassian Community! On Jira Service Desk, for a comment to be added to the ticket, it’s necessary that the email contains information about the ticket, such as the Issue Key and if the person who replies to the ticket has permission to see the ticket, the comment will be added even…

Hello Fredrik, 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 the steps you are following. I tested here and couldn’t replicate the issue, so please, let us know all the steps you are following and if possible, send us a…

Thank you for the information, Roberto. We still don’t know what can cause this issue, we usually see this behavior for users in China and Russia. Please, ask the user to send us a screenshot of the error in Developer tools for us to better investigate what is causing this issue.

Hello Francois, Thank you for reaching out to Atlassian Community! Next-gen and Classic projects are very different when it comes to design, features, and configuration. Classic projects have shared configuration, it means that when we create a custom field, for example, for a Service Desk project, you can also add the…

Hello Дмитрий, Welcome to Atlassian Community! On Jira Service Desk we can both restrict a portal and also to make it public to receive requests from anyone. For that, you need to change the settings on the project and on global configurations. First, please go to the Project settings > Customer permissions > Who can…

Hi Nigel, Thanks for reaching out to Atlassian Community! We understand that it would be easy for the customer to download and view the attachments in the email notification, but for them to check all the details they need to log in and it also prevents them to forward this email that may contain sensitive information in…

Hi Dimitris, Thanks for reaching out to Community! As per the details you provided, it looks like some automation is transitioning the ticket from Resolved to Closed and as you created the project, probably you are the default user to run the automation. You can find this information on Project settings > Automation. With…