Angélica Luz Atlassian Team

Hi Sashank, 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 Aaron, I saw that you created a ticket with our support related to the same question and it was fixed by removing the Bounce tag from the affected emails. If you face this issue again, you can contact us here in support or reopen the ticket. Regards, Angélica

Hi Brian, 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 Melissa, 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 Melani, Welcome to Atlassian Community! I was able to check that it was happening only to the old view and working as expected on the new view. The issue was reported as a bug and it was already fixed: - https://jira.atlassian.com/browse/JRACLOUD-72195 Please, let us know if you face any issue regarding the mention on…

Just want to give an update that it was reported as a bug but it was fixed. Please let us know if you are still facing the issue: https://jira.atlassian.com/browse/JRACLOUD-72195

Hi Eitan, 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…

We need the atlassian-jira.log. To be easier to find the one that will contain the error, please try to create a Service Desk project again and after the failure, please check the log and send it to use anything that contains the "Caused by".

We still don't have a date of when the old view will be removed. We have two editors because classic projects are still available (no date to remove the classic projects as well) and the new view that is being implemented and currently, the new view is default only for next-gen projects. If you need to use the default…

Currently, there is only the attachment field and it's not possible to add a default image to it. We can create a feature request suggesting the implementation of this ability, but we would need an example. Do you have a screenshot of how this field would be?

Hi Naga, I was able to check that this is happening only when using the old view that uses wiki markup editor. The new issue view that uses markdown, it will show only the full name when you mention someone. It will take a while because there are a lot of features missing, but in the future, Jira will only use the new…

Olá Erica, Obrigada por entrar em contato com o Atlassian Community! Pela descrição, você quer desativar as notificações para os clientes de um projeto de Service Desk, seria isso? Caso seja, para desativar as notificações que vão para os clientes, vá nas Configurações do projeto > Notificações de clientes. Nessa página…

Hi Nathan, Currently, it's not possible for an account to be on the pending status for an agent or admin to approve. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-790 - https://jira.atlassian.com/browse/JSDSERVER-790 Please, click on vote and watch to…

Hi Sandra, Thank you for reaching out to Atlassian Community! When an admin manually adds a customer on the customers' page, they will also appear on People's page on the role "Service Desk Customers". If the project is set to "Anyone can send a request" on the Project settings > Customer permissions, accounts created by…

Hi Neeta, Welcome to Atlassian Community! When an approver is not selected on the ticket creation, you can add it manually by going to Admin > Add field > Search for "Approvers" > Edit field > Select the approver > Submit. Hope this helps! If you have any other question or face any issue, please let us know. Regards,…

Hi Erick, Thanks for reaching out to Atlassian Community! It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JSDCLOUD-5887 This bug affects both Italian and Portuguese (Brazil). Please, be sure to click on "This affects my team" and to watch it so that you are…

Hi Larry, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and it was already resolved. To fix the issue, our support manually enabled the classic projects on your instance. I'm sharing this here so if any other community member faces this issue, they will know…

Hello Darryl, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to assign tickets to someone else automatically when the default assignee is out. We have some feature requests suggesting the implementation of the ability to set an agent as unavailable, set vacation of agents and…

Hi Bernard, Thank you for reaching out to Atlassian Community! Watchers are restricted to internal users with a license, so in this field, you can add only licensed users that have access to a project. For example, you can add a user that works on Jira Software and also was added on the role "Developers" on the Service…

Hello Wendy, Currently, it's not possible to see what projects a user has access to. For now, you can do it manually going project by project. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-61996 Please, click on vote and watch in order to hear about…

Hi Sarah, Thank you for reaching out to Atlassian Community! Recently we announced next-gen for Jira Service Desk which has the new issue view. These changes are being rolled out for some instances and soon everyone will have the ability to also have next-gen for Service Desk and it will also bring the new view for Classic…

Hi Samuel, Welcome to Atlassian Community! The new issue view uses the markdown editor and the old view uses the wiki markup editor. That being said, the '#' is used for Heading on markdown and the custom fields still use wiki markup renderer, so it would work with 'h1.', for example. If you add h1. Publisher and h2.…

Hi SARAVANAKUMAR, Currently, it's not possible to customize system notifications. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-5425 - https://jira.atlassian.com/browse/JRACLOUD-62256 Please, click on vote and watch in order to hear about updates on…

Hi Robert, Welcome to 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 in two different platforms, let's focus on the ticket instead. Once the ticket is resolved,…

You can disable the new view by going to your Personal settings and disable the Jira labs. Note that, if you are using next-gen, the new view is the default view so even disabling on your profile, next-gen will still show the new view. To check tickets created on next-gen with the old view, you will have to go to Issues…

Hi Sarah, For the filter "Labels" to appear in the board or backlog, you just need to add a label in the tickets. Please, click on any card and add a label, then on the top, the option to filter will appear. Regards, Angélica

Thank you for the details, I noticed that the SLA goals were missing on my test environment too and I found that this report has been deprecated and is no longer available in Jira. To replace this report, the new projects now have "SLA success rate" that uses "% met" custom report series that shows the success rate of SLA…

Hello Carny, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to set the default permission when creating a new user. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/ID-6769 Please, click on vote and watch in order to hear…

Hello Jason, Welcome to Atlassian Community! Currently, the web link is not available on the new view. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-70211 Please, click on vote and watch in order to hear about updates on the development cycle. Regards,…

Hi Lakshmikanth, Welcome to Atlassian Community! This error usually appears when your browser or network is blocking third-party cookies. In order to fix the issue, can you please clear the cache and try to login again? If it still does not work, please ask your network admin to whitelist our IPs and domains:…