Angélica Luz Atlassian Team

Hi Ana, Thank you for reaching out to Atlassian Community! To change an email address from a managed account, if you are the organization admin, you need to go to admin.atlassian.com and click on the desired organization. Then go to Directory > Managed accounts and search for the user that you need to change the email…

Hi Sebastián, No, I was referring to users that are not part of the organization. An agent can’t be part of an organization on a service desk project and they can’t be added as a participant, otherwise, notifications won’t work for them. An agent must be only watcher or assignee. Regards, Angélica

I’ve searched for similar issues using those errors as keywords, but I didn’t find anything that could help us. As a test, can you please ask your IT manager to whitelist our IPs and Domains? Allow these domains for Atlassian Cloud and related services: https://*.atl-paas.net https://*.atlassian.com https://*.atlassian.io…

Hi Christopher, You can check the email logs to find out what email failed to create. Please, go to Jira Administration > Applications > Jira Service Desk > Email requests > View status and logs. * Managing the email channel Regards, Angélica

Hi Cody, Welcome to Atlassian Community! Next-gen projects are independent, so custom fields created on Jira settings > Issues > Custom fields, won't be available for next-gen projects, only fields created in the projects directly in the request types are the ones you can use for this type of project. You can find more…

Hi Hanna, Welcome to Atlassian Community! To customize the email channel for a Service Desk next-gen project, you need to go to Channels > Email. On this page, you can enable/disable the email, customize the current email and add a custom email address. If you face any issue or have any other questions regarding this…

You are welcome! Please, let us know if you face any issue creating the ticket.

Hello Francisco, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to see the images when exporting tickets to word or csv. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRASERVER-10156 -…

No need to apologize Jbelin. I talked to the team that fixed the issue and they already removed that card. It was already resolved and you should be able to create the ticket.

Below this message, you can see the form, but if you can't see, please try a different browser or incognito: If it does not work, I can create a ticket on your behalf.

Hi Jbelin, Thank you for reaching out to Community! The contact form should be working now according to https://support.status.atlassian.com/ and I also confirmed on our internal ticket that the issue is resolved. Please, give it a try and let us know if you face any issue. Regards, Angélica

Hi Roger, Currently, when using the new issue view it's not possible to add fields under the description, this is only possible using the old view. There is a feature request suggesting to add this option for the new issue view: - https://jira.atlassian.com/browse/JSWCLOUD-17999 Please, click on vote and watch in order to…

Hi Nicholas, Thank you for reaching out to Community! I saw that you created a ticket with our support related to the same issue and they are already helping you. They found out that notifications were being bounced for your domain and it was removed, so notification should be working normally now. As the question is the…

Hi Wendy, Thank you for reaching out to Atlassian Community! You can “merge” all the screen schemes by changing one by one. Please, go to Project settings > Screens. Using my instance as an example, we need to add Problem, Incident, and Change to the “IT: Jira Service Desk: Request Fulfilment Screen Scheme, so on this page…

Hi Andreas, I’ve searched for updates related to next-gen API but didn’t find anything related to the roadmap. You can find the latest updates for Jira Software API on the documentation below: * Jira Software Cloud Developer Also, on the Trello board below you can find the roadmap for Jira Cloud API that shows what’s…

Hi Ina, Thank you for reaching out! This issue usually happens when we migrate from one instance to another. Not sure if that’s was your case, but to fix this we need to disable and enable the email requests. Please, go to Project settings > Email requests > … > Disable all email requests > Turn off and then it will show…

Hi Bill, Welcome to Atlassian Community! It’s possible to create an automation to change the request type if the summary has a specific word. In this case, the automation will only work if the issue type is the same for both of the request types: You can confirm what is the issue type for each request type on Project…

Currently, there is nothing that blocks someone to add a customer in the "Service Desk Team" role or a user from Jira Software to the same role, for example, so sometimes people may add a non service desk user in this role by mistake.

Hi Alsa, There is a workaround for that, but it will only work if customers have the same domain you verified for Atlassian access. In this case, to apply password policy for customers, it would be necessary to migrate them to Atlassian account and remove their application access (so they won't count as a license). Then,…

If the domain was already verified, now you can change the project email on Project settings > Notifications: Click on > Add the custom email > Update.

Thank you for the details Sebastián. I believe that this issue is related to a bug. If a customer adds someone that is not part of the organization, nobody will be added as a participant. - https://jira.atlassian.com/browse/JSDCLOUD-5397 As they are adding an agent as CC, they are part of the project, but not part of the…

He just mentioned that they set up a new SLDAP server within their domain which is ready only and changed the current LDAP configuration to that server and then they were able to retain all tickets to the correct user.

Hi Steven, 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 ticket is resolved, feel free to share the…

Yes, this change will only affect your profile. You can change by clicking on your Profile picture > Personal settings (or just Settings) > Change the language > Save. 

Hi Thiago, I tested this behavior here using a simple workflow that does not have the Reopen status and when replying the notification, the comment is added correctly, but as there is no transition to reopen this ticket, it won't appear on the queue. The assignee will receive a notification, but if the assignee is not…

Hi there, I saw that you created a ticket with our customer advocates about this issue. As I mentioned on previous replies on this thread, only us from Atlassian can add or remove org admins if the org admin is no longer in the company, and for that, it's necessary a ticket. I saw that they already added a reply on the…

Hi Alex, Thank you for reaching out to Atlassian Community! I've tested on my local environment and there is no easy way to copy both fields and paste it without needing to edit it. There was a feature request suggesting this that was closed in 2013 as "Won't fix" because it didn't have a lot of votes and comments. -…

Hi Marco, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, I'll make some questions: Is he receiving emails when the ticket is created or closed? Is he member of any other project? If so, does he receive notification for tickets in another project? You…

Hi Salvador, Welcome to Atlassian Community! It's possible to give different permission for users. This type of permission is not added directly on their profile but on the permission scheme. You can find the permissions on Project settings > Permissions. On this page, you will see the permissions that you mentioned like…

Hi @Michał Pawełczuk, Welcome to Atlassian Community! For Jira Service Desk it's possible to change the "From" notifications, this is called Project email. First, you need to create an organization and then verify a domain. After that, you will be able to change the email on Project settings > Notifications. You can find…