Angélica Luz Atlassian Team

Hello @sjatla, Thank you for reaching out to Atlassian Community! Time tracking and Original estimate are internal fields and can’t be added to the customer portal. There are feature requests suggesting improvements for that: Option to Display Time Tracking in Service Desk Customer Portal view for certain users Add…

Hello @Filip Kontic, Welcome to the Atlassian Community! Testing on my local site, the “What can we help you with?” is translated based on the language set on the profile. Some translations will not depend on the language added to the project, but on each profile. In your case, since you are an admin/agent, you need to…

Thank you, @Thang. I created a ticket with our support on your behalf so they can help you with this request. Since the issue might be in the database, a ticket is necessary, so if you allow us, we can access the database and rename/delete the email address that is preventing the email channel from work correctly. -…

Thank you for the details, @Thang. I thought there were more projects, that’s why I asked you to check the email setting of the other ones. Were the projects deleted or just moved to trash/archive? Can you please go to Cog icon > Products > Email requests and check if it shows any email addresses? Is it a company-managed…

Thank you for sharing, @Nawaaz SOHAWON. If you are getting the 401 error, you need to use the Authorization header indeed. It will be like this one: To generate that API Token, you need to encode the credentials with base64. $ echo -n "email@domain.com:api-token" | base64 For more detailed information, please check the…

Hello @Alecx Anastacio, Welcome to the Atlassian Community! When accessing the widget’s page, if the Enable Widget is greyed out, it would also show a message “Validation has failed” informing what needs to be changed to enable the widget. Your configuration seems correct. The Customer permission must be set to “Anyone on…

Hello @Carsten Schwartz Nielsen, Thank you for reaching out to Atlassian Community! When it comes to the time format in Jira Cloud, currently, it’s based on the language and locale. The documentation you mentioned is for Server and Data Center and it’s not applicable to Cloud. The was a bug previously and it was decided to…

Hello @Pete Meklin, Welcome to the Atlassian Community! The Code feature shows all the repositories that have branches, commits, and pull requests that are related to the tickets from the project. For more information about this feature, please check the documentation and the article below: Enable code Code in Jira - a new…

Hello @Nina Hua, Welcome to the Atlassian Community! When the values of the fields are changed on a ticket, it’s not possible to revert to the previous value. In this case, it will be necessary to check the ticket’s history to see what was the previous value and then manually change the start and end date of the Epic.…

Hello @R M, Welcome to the Atlassian Community! When it comes to user information, currently, it will be based on the details of their Atlassian account and it’s not possible to add other fields to get further information. There are feature requests suggesting the implementation of this ability: Ability to include custom…

Hi @Thang, Thanks for reaching out to Community! Checking the logs of your site, it returned this error: AnError{httpStatusCode=400, errorCode=none(), message=''Unable to create new mail channel due to connection duplication. Provided mail connection definition is currently used by another mail channel.''} Failed to turn…

Hello @Nawaaz SOHAWON, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about the endpoint and the automation rule. Is the endpoint accessible using other tools like Postman or Curl? What is the web request URL? Also, feel free to share a…

​​Hello @Jannatul Ajilah Binti Razali, Welcome to the 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 on two different platforms, let's focus on the ticket…

Hello @Justin Bouchard Welcome to the Atlassian Community! In case you are talking about the add-in on Excel, you can uninstall it directly from Excel itself. Please, open a new spreadsheet > Insert > My add-ins > See all and click on Remove. If that's not what you meant, please let us know more details about what you need…

Hello @ModestasV, Thank you for reaching out to Atlassian Community! I saw that you already contacted our support regarding this issue and they’ve informed you that the issue that you are facing is a known bug: Trello card attachments imported to Jira fail to load I’m sharing this information here in case other community…

Hello @[deleted], Thank you for reaching out to Atlassian Community! Testing on my local site and also checking our documentation, there is no information about customizing the Shared Teams page, so I’m afraid to say that it’s not possible to show their role. On the People’s page, you can create teams and it will show…

Hello @Marius Wittmeier, Welcome to the Atlassian Community! The issue that you are facing when transferring products is something that must be unblocked on our side. With this said, I fixed it here on both organizations and now you should be able to transfer the products. In case you don’t want to use one of the sites…

Hello @Peter Ogden, Thank you for reaching out to Atlassian Community! On team-managed projects, there is a limit of 30 request types and it’s not possible to increase this limit. Set up request types in team-managed projects You can add up to 30 request types. There are no feature requests suggesting this ability, so…

Hi João, Thank you for your feedback. I tested here and I was able to replicate the issue. I can report it as a bug, but since there are two ways to use it by following the order **bold** or double click on the word or selecting the sentence and clicking on the button B directly on the editor, it will probably not be fixed…

Hello @Ted, Thank you for reaching out to Atlassian Community! On Jira it’s possible to view when a user is added/removed from a role or group directly on the audit log (Cog icon > System > Audit log), but it won’t generate a notification. Also, directly on Cog icon > User management > Security > Audit log you can see more…

Hello @Andile Luvuno, Thank you for reaching out to Atlassian Community! Allow me to step in to share with you that there is a feature request suggesting this ability: Send customer satisfaction to all request participants Please, click on vote and also watch the ticket above to receive updates from our product managers.…

Hello @Margus Veer, Thank you for reaching out to Atlassian Community! On Jira Cloud, it’s possible to configure an incoming email to create and add comments to tickets and it works with Business and Software projects. Only Jira Service Management projects have their own mail handler on each project, but it’s also possible…

Hello @Marek, Thank you for reaching out to Atlassian Community! When it comes to customer notifications, currently, it’s only possible to add the details that are available on the drop-down “Insert variable”. With this said, it’s not possible to add custom fields to the email template. There is a feature request…

Hello @Dave Smith, Welcome to Atlassian Community! When using the Widget, currently, it’s not possible to change its language. There are hardcoded terms that, even if the project language is not English, will not be translated. There is a feature request suggesting the implementation of this ability: Ability to change the…

Hi Ellie, One of our developers checked the bug and added an internal comment informing us that the request language is based on the content of the request and not the default language of the project or the requester language and I tested here and confirmed the behavior. On my test project I added English (the default…

Hello @Paula Plevnik, Thank you for reaching out to Atlassian Community! If I understood correctly, there is only one organization on the project and all customers should be added to this org, please, correct me if I’m wrong. If that’s the case, it’s possible to use the existing “Set organization using reporter's email…

Hi Marko, Thank you for the details. When an email is received, the mail handler checks the details below: Scans the email subject line for an issue key. Checks if the sender is allowed to create issues in the project or if they have access to the issue key mentioned (reporter, participant, member of an organization). If…

Hello @Gary Kerzhnerman, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know if you are using the Jira mail handler (Cog icon > System > Incoming mail) or the Service Management mail handler that it’s configured directly in the project. Service Management…

Hello @Takak Ohashi, Thank you for reaching out to Atlassian Community! When editing the notification template, you can use HTML elements to change the space between the paragraphs. With this said, you can add one or more <br> tags to add line breaks between English and Japanese. Please, take your time to test and let us…

Hello @Mark Toledo, Thank you for reaching out to Atlassian Community! The error "Sent from JIRA" means that notifications are being sent to the project mail handler and it’s rejected because it’s from Jira itself. Currently, the Email processor under the Global Mail Settings will filter out: auto-replied emails mails…