Angélica Luz Atlassian Team

Hi Marco, Thank you for reaching out to Atlassian Community! The built-in automation that Jira Service Desk has does not have the field label as an option to be edited. I was able to create an automation using the add-on Automation for Jira. There is the free and the paid version, so you can use the free one to test and…

Hi Małgorzata, Welcome to Atlassian Community! I saw that you created a ticket with our customer advocates related to the same question and they are already helping with this request. If you have any other question, since it deals with the license and usually it's necessary to share private information, please talk to our…

Hi Zahid, Welcome to Atlassian Community! When a ticket is moved from a project to another, the SLA will be applied based on the date it was created, it will not be reset. So, if the ticket was created 2 days ago and it was moved to a project where the time to first response is 1 day, the SLA of the first response will…

Hi there, Welcome to Atlassian Community! I will make some questions just for a better understanding of the issue you are facing. How are the tickets being created? Is it through the portal, email or directly in Jira through the create button? If the ticket is created thought Jira, can you please check if the request type…

Hi koteswararao, Next-gen projects are independent of any system configuration, so the screen schemes won't be applied to next-gen. On next-gen projects, the create issue screen will show only system fields and to show custom fields created in the project, it's necessary to click on "Configure fields" and select the…

Thank you for the screenshot and details. This is the batching email notification that is being rolled out for some instances and soon all instances will have this type of notification. You can find more details on the documentation below: - Jira emails are changing! The batching notifications are based on this feature…

Currently, when you have a project and add customers or users to the project, everyone will be able to see all request types available, it's not possible to restrict that. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-195 In this case, the best option…

Hi Ricard, Yes, Github works with next-gen. Please, install both add-ons GitHub for Jira and Create GitHub Branches from Jira and after configuring, the development panel should appear. If you face any issue, please let us know! Regards, Angélica

Hi Nitin, There are two places where you need to change the timezone. On Jira: Click on your Profile picture > Personal Settings > Change the timezone > Save changes. On your Atlassian account: Go to id.atlassian.com/manage-profile > Account preferences > Change the Location/Timezone. If you face any issue, please let us…

Hi Casey, 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 resolution…

Hi Michel, It's possible to show this information on the dashboard using the Two Dimensional Filter Statistics gadget. First, create and save a filter for the project that contains all the tickets, for example, project = ABC. Then, on the dashboard, click to add a gadget and choose the Two Dimensional Filter Statistics.…

Hi Anand, To check how many custom fields there is on the instance it's necessary to check the database, but this is not possible for Jira Cloud since it's restricted function, only possible for Server. I checked our REST API, but it does not show how many fields there are, it shows all fields and it will be necessary to…

Hi Mahendar, Just for us to better understand and help you with this issue, I would like to make some questions. As per I could understand, when you click on In progress, the screen is appearing to add a comment, is that correct? If so, to add the field attachment to the transition screen, please follow the steps below: Go…

Hi Kedar, I saw that you created tickets 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 tickets instead. Once the tickets are resolved, feel free to share the…

Hi Katya, Currently, with the features that Jira has, it's not possible to limit the number of options that appear in the portal. Once you configure a select list custom field, all options will appear if you add the field in the portal. I've searched for feature request related to this and found only, but is to limit the…

It can also be related to the permission scheme, for example, if there are collaborators or people with browse projects permission, they appear on the customer list only, and not on People.

Hi Robert, For Jira Cloud, it will be the default. We are rolling out this type of notification and soon all cloud instances will have it. For Server, it's possible to enable/disable the batching notifications. Regards, Angélica

Hi Bernard, once you add a participant they will receive a notification informing that someone added them as a participant and then they will receive all future notification about the ticket. Just make sure that the Request type is filled for the reporter and participant to receive the notifications.

Hi Kamil, The queue on the Service Desk project it's not possible to export. In this case, you must go to Issues and filters > Search issues and use the same filter of your queue to be able to export the tickets. So, go to the queue and click on ... > Edit queue > Advanced and copy the JQL. On the Search issues, the only…

Hi Robert, Currently, a Service Desk project can have two email addresses, the one automatically generated by Jira and a custom email address, it's not possible to add more. We have a feature request suggesting the implementation of this ability: - Cloud: https://jira.atlassian.com/browse/JSDCLOUD-798 - Server:…

Hi Aaron, Just to make sure that we are on the same page when you mention Tab you mean the projects on the main page, is that correct? If so, if you need to restrict the projects, one for customers and other for managers, you must close the projects so only people admin adds to the project will be able to see it on the…

Hi Jennifer, 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…

Hi Tammy, If you want to use an add-on to keep the templates directly in Jira for everyone, you can use Canned Responses Pro for Jira, for example, where agents will be able to use the templates while adding a comment. If you don't want to pay for an add-on, you can search for snippet software like Dash, for example, where…

Hi Peter, Welcome to Atlassian Community! When a user appears as Former User in Jira, it means that they had an account and it was deleted, so to protect their personal information, instead of showing the full name, for example, Angelica da Luz [Inactive], it shows Former User. Can you please check on Administration >…

Hi Peter, Welcome to Atlassian Community! When a user appears as Former User in Jira, it means that they had an account and it was deleted, so to protect their personal information, instead of showing the full name, for example, Angelica da Luz [Inactive], it shows Former User. Can you please check on Administration >…

Hi Robert, Just to make sure that we are on the same page, I would like to confirm if you are receiving the new Batching notifications. If you are still receiving the old format of email but the transition is not shown on the subject, please send us a screenshot of the email, so we can further investigate what is…

Hi Bo, Thank you for reaching out to Atlassian Community! I've searched for settings to change the URL when creating the pull request but didn't find anything that could help us. Also, I searched for feature requests and similar tickets but there is nothing about changing this URL. Feel free to create a feature request on…

Hi Wester, Currently, it's not possible to set the default activity for new issue view. On the old view, once you select History, for example, all the other tickets that you check will open directly the History. I searched for features related to this, but couldn't find anything that could help us. I would suggest you…

Hi Leena, Welcome to Atlassian Community! For someone to receive a Jira notification, they must be a user. In this case, the option would be to use an add-on to send that notification for external people that don't have an account, an example would be Email this issue, so on the desired ticket, you can click to send the…

Hi Illya, Thank you for reaching out to Atlassian Community! It's possible to edit workflow for each request type. Please, go to the Project settings > Request types > Select a request type and on the top, you will see "Edit workflow". If you have any other question regarding this matter, please let us know. Regards,…