Angélica Luz Atlassian Team

It would be really great to be able to set when we want the survey to be sent, for now, the features have few votes, so we don't know when and if those features will be implemented in the future. Currently, the resolution is what triggers the survey to be sent, so in your use case, it would be necessary to resolve the…

Hi Ashraf, Currently, it's not possible to mention organization and also we don't have a feature request suggesting this. When a ticket is shared with the organization, the members of the organization will receive a notification informing that the organization was added, but in this case, they will have to open the ticket…

Hi Pedro, I saw that you are the main billing and technical for a BitBucket Cloud account, so even if it's free, you are the contact so your account can't be deleted. If you want to delete your account, you will have to add another billing and technical on my.atlassian.com, remove your account and then go to…

Hi Aideu, Thank you for reach out to Community! The image is not appearing for us, can you please attach it again or paste here the error you are receiving? Regards, Angélica

Hi Angel, Just for us to better understand and help with this issue, I would like to know how the ticket is being created. Is it through the customer portal, email or the agent is creating the ticket through the + button in Jira? Can you please check if the request type is set or if it shows as "No match"? Is it happening…

Hi John, Welcome to Atlassian Community! You mentioned that in this case, the agent is creating a ticket on behalf of the customer, is that correct? If so, when an agent creates a ticket using the + button, the request type won't be automatically filled, and on Service Desk the request type is what triggers the customer…

Hi Muhammad, If you are the site-admin of the instance, can you please check on your profile on Administration > Users if you were also added to the Administrator group? Also, confirm if you were added to the default groups. The group that gives access to the project setting is the administrator, so if you are added to…

Hi Jacek, On Jira Server, the option to send the invite is not checked by default, different from Jira Cloud where it's the opposite. This information is shown on our documentation: Create, edit, or remove a user Optionally, select the Send Notification Email checkbox to send the user an email containing: - their login…

Hi Yuvarajan, Welcome to Atlassian Community! There was a bug related to timezone and filter subscription, it was resolved for Jira Cloud. I tested here changing the system timezone to a different one from the profile timezone and it shows correctly: Are you the only user facing this issue? Can you please check if your…

Hi Andreas, Thank you for reaching out to Atlassian Community! When we delete an Atlassian account, it takes 14 days to completely delete the account and then you can use this account again for another Atlassian account. To do not wait this 14 days, there is a workaround that "free" the account on the same day. Please ask…

Hi Sebastián, For the Confluence knowledge base to do not appear in the customer portal, you must go to the Project settings > Knowledgebase > Don't link to a Confluence space. If you face any issue, please let us know. Regards, Angélica

Hi Andrew, Currently, it's not possible to disable. I searched for feature regarding this matter as well but didn't find anything that could help us. Important updates regarding SLA, assignee and mentions, for example, will send a notification immediately. Please, feel free to create a feature request on jira.atlassian.com…

Hi @Madhu Mullangi The batching notifications are available for Server version 8.0 and above, that's why you can't see the option to enable. Once you upgrade Jira, you can follow the steps of the documentation Robert shared on his response. Regards, Angélica

My test instance is configured with the same options as yours and I changed the language to Portuguese to test as well, but when I create a ticket through email, this is how it shows for me: I also used gmail to send the email to create the ticket. Is this issue happening when anyone sends an email? I saw on the screenshot…

Hi Lara, Currently, it's not possible to change when the survey will be sent, once the resolution is set, the survey will be sent. We have some feature requests suggesting the implementation of this ability for cloud and server: - Allow CSAT to be Sent without Resolution: https://jira.atlassian.com/browse/JSDCLOUD-4954 and…

There are some requirements for customer notifications to work correctly, some we already confirmed that it's correct: System JIRA email is enabled Outgoing mail has been configured JIRA Service Desk notifications are enabled Issue In JIRA Service Desk project Contains valid customer request type User Is the reporter or a…

Hi Josh, The new issue view is optional for classic projects, you can disable it by going to your Profile picture > Personal settings and disable the Jira Labs. New issue view is specific for next-gen projects, but it was also released for classic as optional. Regards, Angélica

It may not make sense because it would work on a Jira Software project, but Business projects were designed this way so the workflows must be exactly the same for the board to work as expected.

Hi Patrick, To create a trello card from Jira it will be necessary an add-on like Zapier. Please, check it on our Marketplace and check their documentation with the steps: - Zapier Integration for Jira Regards, Angélica

Hi Wenxuan, Welcome to Atlassian Community! Just to better understand the issue, I would like to know if this is happening with customers or internal (licensed) users. If it's customers, please make sure that they are using the portal URL that is usually https://xxxxxxx.atlassian.net/servicedesk/customer/portals If it's…

Hi there, 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 the ticket instead. Once it's resolved, feel free…

Hi Jon, Just for us to better understand and also for us to replicate this issue here, I would like to know more details. Can you please let us if you are using a next-gen or a classic project? What is the project type (Software, Service Desk, Business)? Is this issue happening on the new view or old view? If the project…

Hi Matthew, Welcome to Atlassian Community! The ability to merge multiple versions was available on a previous version of Jira and since the new Jira experience was introduced, this option was removed. We have a feature request suggesting to add his feature back: - https://jira.atlassian.com/browse/JRACLOUD-69545 Please,…

Hello Ian, Welcome to Atlassian Community! Currently, the roadmap is specific for Epics. We have a feature request suggesting the implementation of the ability to use other issue types on the roadmap: - https://jira.atlassian.com/browse/JSWCLOUD-17740 Please, click on vote and watch in order to hear about updates on the…

Hi there, Welcome to Atlassian Community! Currently, it's not possible to set a project lead on next-gen projects. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17323 You mentioned that you removed the lead user and it's showing a message, can you…

Hello David, Welcome to Atlassian Community! Currently, it's not possible to resend the invite to a customer. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-2296 Please, click on vote and watch in order to hear about updates on the development cycle.…

Hi Sylvain, Thank you for reaching out to Atlassian Community! If you are using classic projects, that has the old view, you can change the order of the comments by clicking on this arrow: But, if you are using a next-gen project, this currently is not possible, we have a feature request suggesting the implementation of…

Hello Tom, Currently, it's not possible to add departments or other organization inside an organization. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-6548 Please, click on vote and watch in order to hear about updates on the development cycle.…

Hi Eduardo, Would you mind send me an email and add the signature? Then I can forward the email to a test instance and check what happens. I'll send an email and I'll wait for your response in order to test. All settings are ok, so we must investigate if sending an email with the same signature to another instance if the…

Hi Bendik, On Jira Service Desk the access for customers and agents are different. The SSO only works for users with an Atlassian account, they are located on Administration > Users, also the login page for users are different from customers. With that said, when adding a customer, they will be located on Administration >…