Angélica Luz Atlassian Team

Hello @quocdung3007, Thank you for reaching out to Atlassian Community! Checking your email on our tools, it returned a bounce related to the following error: 550: 550 5.1.1 ...@... Recipient address rejected: ... in virtual mailbox table I removed it and the notifications should work now. Please, take your time to test…

Hi Ronald, The customer notification you received is from Service Management Server and the issue only happens when customers receive notifications from Service Management Cloud. There is nothing to change on the Jira side. The affected customers must check their MailScanner settings.

Hi Roberto, You can find the details regarding membersOf() and others on the documentation below: - Advanced search reference - JQL functions Kind regards, Angélica

Hello @Martynas Barauskas, Welcome to the Atlassian Community! When it comes to creating tickets via API or the portal, the attachment is added as a comment because that’s the only way for making the attachment visible in the customer portal. Also, when creating tickets on behalf of the customer, it will show as the agent…

Hi Michael, Thank you for the details. Have you deleted the Demo Project and then deleted the Demo Customer from the User management > Jira Service Management? Kind regards, Angélica

Hello @Roberto Miasack, Thank you for reaching out to Atlassian Community! When it comes to agents, they are members of the default group jira-servicemanagement-users or jira-servicedesk-user (for older Jira Cloud sites), so in this case, you can use the JQL below to filter the tickets: project = pkey and reporter not in…

Hi @Stefano Alessandrini, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to this issue. Your case is different because you are migrating from Jira Cloud to Data Center and the documentation has the steps to import attachment into Jira Cloud only. Since you…

Hi @David Harkins, Only licensed Service Management agents are able to communicate with the customers, so it's expected that Jira Software users, for example, won't be able to add public comments. Something that can be done, in this case, is to add them as customers on the project and then add them as request participants…

Hi Ronald, There is nothing to change on Jira side to prevent this. Customers will have to review their MailScanner settings on their email client. However, MailScanner can be configured to disarm script tags, which then passes them through to email clients in plain text. If you test the customer notifications using a…

Hello @Ben, Thank you for reaching out to Atlassian Community! When it comes to language support, customers will receive notifications based on the language they select in the customer portal. So, if the language is available on the project and they select it on their profile, that’s the one they will receive. If a…

Hello @Kyle Ouellette, Thank you for reaching out to Atlassian Community! When it comes to the knowledge base on the customer portal, customers can find the articles by searching on the search box that returns three results, or when they are creating a ticket, it will show some articles based on the words added to the…

Hello @Judith Raymond, Welcome to the Atlassian Community! The issue that you are facing might be related to a bug. Misleading error message when accessing the Pages section on a project This issue is caused by the application access. In this case, since you are a site administrator, please, go to Cog icon > User…

Hello @Fadi Hawli, Thank you for reaching out to Atlassian Community! In this case, the customer account already existed on the site, but they were inactive, that’s why it was not possible to invite them, so it was expected that they wouldn’t receive the sign-up notification. I can see that you posted on other threads here…

Hello @David Harkins, Thank you for reaching out to Atlassian Community! The support ticket is restricted to the reporter and Atlassian, so we can’t share it here. Currently, it’s not possible to restrict Jira Service Management users to only add internal comments. Everyone with a JSM license and with permission to the…

Thank you for checking the settings, @Ronald Holz. Searching for similar cases, I found that this is caused by an open-source spam filter called MailScanner. A bug was created a while ago, but this issue is not caused by Jira, so there is nothing that can be changed on our side to prevent this issue from happening. For…

Hello @[deleted], Welcome to the Atlassian Community! Checking the details of your account, I can see that you are not an Organization administrator, that’s why you can’t see the option to verify a domain. With this said, you need to reach out to an org admin so they can give you the correct permissions or for them to…

Hello @Ronald Holz, Welcome to the Atlassian Community! On Jira Cloud, there are some settings that can change the email format. By default, the format of the notifications is set to HTML, but it’s possible to change it to Text which seems that is the format of the notifications you received. First, please, go to your…

Hello @Abril Mendez, Welcome to the Atlassian Community! In order to access the Trash and Archive, it’s necessary to be a Jira administrator. Please, go to Cog icon > Projects: Then, on this page, you will be able to access the Trash in order to delete the project: Hope this helps! ​​Kind regards, Angélica

Hello @Pete Zelinski, Thank you for reaching out to Atlassian Community! The Epics won’t be visible on the team-managed project board, but it’s possible to filter by Epic and the issues in the Epic will be filtered on the board. You can also use the Epic panel on the backlog: Hope this helps! Kind regards, Angélica

Hi @Nawaaz SOHAWON, You can add it in the Headers on the web request action. It should be like the one below:

Hello @IT, Welcome to the Atlassian Community! I saw that you created a ticket with our support related to this issue and they already removed the user from the suppression list. Also, I went ahead and checked the entire domain and another 13 users appeared on the suppression list due to the same error: 5_50:550 Invalid…

Hello @Gregory Muir, Thank you for reaching out to Atlassian Community! Checking the details of the ticket, I can see that an engineer replied yesterday asking for some details about the issue and a HAR file. If you didn’t receive the notification, you can access the ticket directly from our portal:…

Hello @Admin, Thank you for reaching out to Atlassian Community! I saw that you were able to reach out to our support team by using another email address as suggested by Ed and the issue was resolved. When this issue happens, the best option is to reach out to support since here from community we can’t access the…

Hello @Renan Sales Barros, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that you are a site administrator of a Standard Cloud site, so you do have permission to create tickets. What might be happening is that you are accessing our support page with another account that…

Hello @Ajith Reddy, Thank you for reaching out to Atlassian Community! Checking the details of your site and the ticket you created with our customer advocates, I can see that the products are active again. When this issue happens, the best option is to contact our customer advocates directly on…

Hello @Janakiraman S, Thank you for reaching out to Community! On Jira Service Management, only customers can change their own language directly in the portal, it’s not possible to set it for them. Also, in Jira Cloud, it’s not possible to access the database in order to change such information, but on Server even if it’s…

Hi @Nawaaz SOHAWON, We support the ability to add whatever headers you like to the web request, but we don’t support doing the hmac encryption process ourselves. You would have to calculate the values for the Authorization, X-Authorization-Content-SHA256. We found this website that might assist you to generate a…

Hello @Paula Plevnik, I apologize for sharing all those details and in the end, it wasn’t helpful. I saw that you raised a ticket with our support and they mentioned that isn’t possible and you ended up using two organizations, but the good news is that there is a workaround. This is a more complex automation rule, but we…

Hi @Takak Ohashi, I believe this is related to the paragraph tag. Can you please remove <p> and </p> to test? You can also remove the other ones since there are no tags opening a new paragraph and it's not the correct format.

Hello @Bryan Cook, Welcome to the Atlassian Community! Checking the details of your account, I can see that your email address is associated with a Cloud site and that you logged in yesterday. Can you please let us know more details about where you are seeing this error? If possible, send us a screenshot (just make sure to…