Angélica Luz Atlassian Team

Hi Urmo, I saw that you created a ticket with our support that was already closed. Just sharing here to help other community members that the server app was not fully released yet, that's why some features may not work and it may have issues on iOS and Android until it is ready. -…

Hi Quach, I saw that you created a ticket with our support related to the same question and they already escalated better investigate, 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…

Hi Lokesh, On the old view, we were able to add a comment with the attachment and post it without being necessary to go to the comment box and search the image. Now when we paste an image it gets automatically attached, but if clicking on the comment box and pressing CTRL + V, it will be added to the comment and posted…

Hi Andrew, 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…

Thank you for the video Sarah. I see that you are using a custom field to add the labels, that's why it's not working. You need to use the Label system field: Please, go to the Project settings > Issue types and add the system Label field.

The request type is located on the right side. When you change the issue type, it will show in red "No match", so you will have to select a request type that matches with the issue type.

Hi Debbie, Are they using a real account where they can access the inbox or is it an account that doesn't exist? If it's a real account, they must reset the password through the email. If it's an email that does not exist, you must create a ticket with our support as mentioned on one of my responses, since we will have to…

Instances that have Jira Service Desk had the batching notification disabled until they fix the problem because notification for agents in SD should be different since they deal with SLA. I saw your comment that it started work again on your instance, if you face any issue or if it stops working again, please let us know,…

Thank you for the details. I was able to find that this issue is a bug with the new view. I couldn't replicate before because I wasn't following the correct steps. The issue only happens when dragging and drop an mp4 video in the comments, and I was manually browsing and attaching a video in the description. Please, check…

Business projects were created to track simple requests. As described on the documentation Working with boards, if the statuses are not the same, Jira won't know which workflow to show in the board. The board displays a column for each status, so where the statuses aren't the same, the board doesn't know which workflow to…

Can you check if the Request type is correctly set on the ticket? When did this issue start? Also, please check on the Project settings > Customer notification if all notifications are enabled and if it has "Customers involved" on "To" field.

Hi Ken, Welcome to Atlassian Community! Thank for reporting this issue to us, I was able to replicate this on my test instance as well. Somehow, if changing the color line by line, it works normally and for now, this is the workaround. I created a bug for our dev team to investigate: -…

Hi Jeff, Welcome to Atlassian Community! It's possible to Open issues in dialog only on the boards. On the backlog, by default, it will show on the right sidebar. Is this option showing while you are viewing the board? Board: Backlog: Regards, Angélica

Hi Billy, Welcome to Atlassian Community! Quick filters are based on the order that is set for the board, so if the filter of the board is ordered by rank and you create a quick filter, for example, issuetype = Story ORDER BY summary DESC, it won't work. The only way to order stories by summary is by changing the board…

Hi Marco, The best option, in this case, is to create a specific list of approvers and add only the manages. On the request type, you can change the name of the field Approvers to "Who is your manager?", for example, and set is as required. So the customer will have to select the correct manager that will be automatically…

Hi Alexey, Welcome to Atlassian Community! When integrating Jira with BitBucket or Github, for example, the development panel should appear automatically, it's not a field that we can add. As per your screenshot, you are using a classic project. Is this issue happening when you see a ticket with the new view or the old…

Hi Heba, Welcome to Atlassian Community! For a ticket to automatically change status, it will be necessary to use an add-on for that, since Jira Software doesn't have built-in automation and Jira Service Desk, even having built-in automation, there are no triggers to change sub-tasks status. I was able to make this work by…

Hi Sayikiran, As Jira Cloud doesn't have the feature to export single projects, the workaround to merge two Cloud instances is by exporting both Cloud into a Server instance and then create a backup from Server to Cloud. As you already use Jira Server, you can use a new one just to put together the projects from both Cloud…

Hi Mosh, I searched for similar add-ons, but there are no add-ons that have all the functionalities, maybe you will have to use more than one to have the same options as the one you mentioned. I would suggest you contact their support to ask if they have plans or if they are developing a Cloud version for the add-on.…

Hi Jonathan, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to clarify if you are trying to connect directly in the Service Desk project on Email requests or on Jira settings > System > Incoming email. I saw that you created a ticket with our support related to the email as…

Hi Bhavin, Thank you for reaching out to Atlassian Community! I was able to check that both of your accounts have an Atlassian account and if we go through the process for deleting an Atlassian account, it will take 14 days for the account to be deleted and free this email to be used again. With that said, there is a…

Hi Paul, The add-on Clone Project for Jira is also not required. As Jira doesn't have a native tool to clone projects, this add-ons allows you to create a new project with all the settings from an existing project. Regards, Angélica

Hi Paul, The add-on InProduct Translation for JIRA is not required. This is necessary only if you need to translate Jira items or change menu names directly from the UI. For example, there is the button Create issue, but you want it to be called Create tasks, then the add-on will help you to change that. Regards, Angélica

Hi Jeremy, Thank you for reaching out to Atlassian Community! To access the portal, you can go to the project and click on Channels > Help center. Also, the default link to the portal is https://xxxxxxxxx.atlassian.net/servicedesk/customer/portals As you are a licensed user, you can access the portal by clicking on "View…

Thank you for the screenshot. Is this a classic project? If so, it must be related to the renderer of the field. Go to the Project settings > Fields > > Search for the Comment field > Renderers and change it to Wiki Style Renderer. Please, give it a try and let us know how it goes.

Hi Justin, I tested here but didn't find a way to update the subtasks with the summary of the parent issue. There are some options that should match, but it didn't change anything on the ticket. As they have a free version, you can create automation to test and check if it will match with your use case. Please, check their…

Hi Chris, The customer portal is shared between projects, so any setting like color and banner will be applied to all projects. The only configuration that is specific for each project you can find in Project settings > Portal settings. If you don't want customers to see all projects you must go to Project settings >…

Hi Andrew, Currently, it's not possible to pin articles on the widget. For now, it's possible to add categories that show on the customer portal for customers to find articles more easily. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-8103 Please,…

As the settings are correct, maybe it must be related to a bug. Are you and your team using Outlook to send emails to Jira? If so, that's might be the issue: - https://jira.atlassian.com/browse/JRACLOUD-69971 If it's not, please let us know the mail client for us to test here.

Hi Janet, Welcome to Atlassian Community! Just for a better understanding of the issue, I'll make some questions to clarify for us to be able to replicate the issue here. What type of project are you using? Is it classic or next-gen? What browser are you using? Have you tried using another browser or incognito mode? Is it…