Angélica Luz Atlassian Team

Hi Madhu, it’s possible to remove both. Please, go to Project settings > Customer notifications > Edit templates. On this screen, you will be able to edit the HTML and CSS of the notifications. You can remove the variables below: ${request.sharedwith} ${helpcenter.name} ${atlassian.url} Also, remove the CSS class for the…

Hi Paul, Thank you for reaching out to Atlassian Community! The outgoing email in Service Desk is different. After all the steps you made, it’s necessary to change the email directly in the project. Please, go to Project settings > Notifications > Click on next to the email > Add the new address > Update. Note that, this…

Thank you for the screenshot. I’m sorry that I didn’t ask previously what type of project you are using. I see that you are using a next-gen, but that option is only available for classic projects. We have a feature request suggesting the implementation of this ability for next-gen: * Outgoing email address configuration…

Hi Viktor, Welcome to Atlassian Community! These preferences were recently added on Jira, they started rolling this out last week, so not all instances have this option yet. I sent a message to the team responsible for this new feature to check if there is any ETA and when I have a response, I’ll post here. Regards,…

Hi Atif, Welcome to Atlassian Community! I saw that you have two accounts in the instance. Your email that starts with the letter U is a site-admin and the other email that starts with A is a user only. Please, make sure to log in using the correct account to be able to access projects and settings. Also, as you are a…

Hi Clément, Welcome to Atlassian Community! Currently, it's not possible to restrict custom fields to specific users or groups. We have a feature request suggesting the implementation of this ability: * Allow specific group of user to be able to edit only specific fields Please, click on vote and watch in order to hear…

Hi Kenny, Thank you for reaching out to Atlassian Community! It’s possible to migrate from classic to next-gen by bulk moving tickets from one project to another. Next-gen are independent projects, so you can only move tickets, other things like custom fields, active sprints won’t be moved. Things to keep in mind if you…

Hi Delvie, Thank you for reaching out to Atlassian Community! Currently, it's not possible to add fields on the description area on next-gen projects. Also, the fields shown in Project settings > Issue types are the only fields available for this type of project. We have feature requests suggesting the implementation of…

Hi there, Welcome to Atlassian Community! Usually, notifications are enabled by default in Jira. Just for us to better understand and help you, can you please let us know if a user is not receiving notification? If so, what is their role in the ticket (assignee, reporter, watcher)? Please, give us more details about the…

Hi Greta, Thank you for reaching out to Atlassian Community! It’s possible to change the email for notifications, but it’s not possible to add the company name instead of the agent name. We have a feature request suggesting the implementation of this ability: * User JIRA's 'Email From' format in Notifications To be able to…

Hi Anand, Welcome to Community! Just to make sure that we are on the same page, can you please let us know if this admin is an administrator of an organization in Atlassian access or some team/board? Regards, Angélica

Hi John, The outgoing email in Service Desk is different, so we need to add the custom email directly in the project. Please, go to Project settings > Notifications > Click on next to the email > Add the new address > Update. If you face any issue, please let us know.

Hi Rae, Thank you for the details. Just to make sure these add-ons are not affecting the portal, can you test Jira in safe mode? * Disabling and enabling apps We tested here without any add-on and using the same Service Desk version, and that sentence doesn’t appear, so it’s important to confirm if it’s an issue with Jira…

Hi Almut, can you compare a ticket where this issue didn’t happen and one that was affected? Please, check if in the affected ticket she was a participant or part of an organization, for example. As it doesn’t happen very frequently, there must be some details we are missing, so it will be good if we check the two tickets…

Hi John, Welcome to Atlassian Community! I'm not sure if you are talking about the address when Jira sends a notification for users and customers, but it's possible to configure Service Desk to send notifications using a custom email address. For that, it's necessary to verify a domain. There are other steps before that,…

 Hi Celeste, When a project is open for customers to send an email to create a ticket and they are able to create their own accounts, any email added to CC will be added as a participant and they will be automatically added as a customer from that project. When someone is added as a participant manually or through the CC…

Hi Alex, Thank you 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, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on…

Hi Reinhard, Thank you for reaching out to Atlassian Community! The field organization shows in the customer portal when customers create tickets. As an agent/admin, you can fill this field after the ticket is created, so it won't show this field for you when creating tickets using the + button. We have a feature request…

Hello Madhu, Currently, the option to change the labels on the CSAT survey is not available. We have a feature request suggesting the implementation of this ability: * Customize the Service Desk satisfaction survey labels Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hello Madhu, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to customize the satisfaction survey. We have a feature request suggesting the implementation of this ability: * Customize Satisfaction Feedback wording on every selected rating Please, click on vote and watch in order to…

Hi Jason, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, you are using the endpoint below, is that correct? DELETE /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer You mentioned that the customer is not showing on the project, can you please go to Administration…

Hi Ktran, that's the correct behavior, you need to be a watcher for the tickets. You can configure on your profile to always be a watcher from the tickets you are working on. Please, go to your Profile picture > Settings > Watch your issues > Enable. If you are the administrator of the instance you can also set this…

Hi Maxence, Welcome to Community! As per your screenshot, everything seems correct. When we use only GitHub it will show GitHub Development. The Development panel will only show if we also use Bitbucket. Regards, Angélica

Hi Celeste, Thank you for reaching out to Atlassian Community! We appreciate all the details. On Service Desk, currently, each project must have a different email and only one request type can be associated with this email. For a request type to be suitable for email, only the summary and description can be required, so…

Hi Karla, Welcome to Atlassian Community! Currently, it's not possible to restrict comments for other users if they are agents in the project. On Service Desk, there is the option to hide the comment only for the customers, but for internal users, this is not possible. We have a feature request suggesting the…

Hi Almut, Thank you for reaching out to Atlassian Community and for all the details. This issue can still be related to automation, is there any other automation in this project? Is she a project admin or a default user to run the automation? Please, check the ticket history if it shows that she changed the status or if it…

Hi Shilpa, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, can you please let us know how are the tickets being created? Is it through email, portal or using the + button? You said that if the ticket is resent it works, can you give us more details about it?…

Hi Olivier, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same error, and I believe that it’s better if we focus on the ticket. I found a similar ticket with our support and the error is not so simple to resolve, requiring to check some information in the database and as…

Hello Antje, Welcome to Atlassian Community! When a user is added as org admin, after clicking on View organization, you should be able to login to admin.atlassian.com and view the organization. Just to make sure that we are on the same page, as per I could understand, you are not able to go to > Administration, is that…

Hi jtabernero, Welcome to Atlassian Community! Thank you for reporting this issue to us, I was able to replicate here on my local environment. Based on that, I created a bug for our dev team to check: * Not possible to see Product access for trusted users Please, click on “This affects my team” and also watch to receive…