Angélica Luz Atlassian Team

Hi Shane and Chase, I created a bug for this issue and it was also escalated internally. - https://jira.atlassian.com/browse/JRACLOUD-72041 Please, click on "This affects my team" and watch to receive updates. This bug only happens on next-gen projects. Regards, Angélica

Yannick, please ask your site-admin to confirm that you have the group jira-servicedesk-users on your profile in Site administration > Users and also the project administrator to check if you are part of the role Service Desk Team. You can also use the Permission helper, search for your name and the permission to confirm…

Have you tested creating a test group to add on the permission? Is there other admin who can test adding this group? If you are an administrator, this is the permission that you need to be able to add the group to global permission.

Hi Nischal, The latest update we have for Portfolio for Jira Cloud is from Jake Brereton on this article where he answered another community member that had the same question as you. The link redirects directly to his comment, please let me know if you face any issue in finding the right comment. Regards, Angélica

Hi Filali, As per I could understand, you are using Jira Server, is that correct? If so, it's possible to import only one project. Firstly, you will have to create a full backup of the instance that contains the projects you need, since it's not possible to export a single project. After that, you can follow the steps…

Hi koteswararao, Notification for changes like the avatar of the issue type, project, request type, favicon is not available on Jira. I searched for feature request related to this type of notification but didn't find anything that could help us. Issue type avatars are only accessible for Administrators, agents don't have…

Hi Marleze, Thank you for the details. Your configuration is correct, but as per the screenshots, Laura is being redirected to the instance and not to the portal. Firstly, please check what page is Laura logging in. What notification did she receive? A customer or an agent notification? Check if the ticket has a request…

Hi there, Welcome to Atlassian Community! For us to better understand your request, can you please give us more details about send attachments in Jira SD? Users and customers can add attachments to the body of the email to add attachments to a request or upload through the ticket in the portal. Please, give us more details…

Hi Enrique, An option is to create a filter using startofyear("-1") to get the tickets since the start of last year, then you can export to excel to check the details you need. Please, give it a try and let us know how it goes. Regards, Angélica

Hi Sandy, Currently, it's not possible to set a request as spam. The option, in this case, is to delete the ticket. Also, we can't block a user, the option is to go to Site administration > Jira Service Desk > Click on ... > Revoke access. Once you remove the access they will show as inactive and they won't be able to…

Hi Christopher, 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,…

Hello there, Welcome to Atlassian Community! For someone to be a watcher of the ticket, the user must have a license. Per your screenshot, the ID that shows refer to a customer and not an internal user. All customers have a username starting with qm: and as they don't have access to the instance, they can't view the ticket…

Hi Chase, Welcome to Atlassian Community! I was able to replicate the same issue on my local environment. The issue only happens if we don't fill the image on the space. If we zoom the image to fit on the space, it will work. Please, give it a try and let us know how it goes. Regards, Angélica

Hi Chris, Currently, there is no option to count how many access the customer portal has. There is a feature request suggesting the ability to add Google Analytics to count that: - https://jira.atlassian.com/browse/JSDCLOUD-8126 Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hi Steve, Thank you for the details provided. Related to inactive users/customers, it's expected that they can't create tickets because this is the option that allows admins to block users that create spam. Regarding email that fails to create, currently, there is no workaround in order to forward a notification to admins.…

Hi Sebastian, 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 it's resolved, feel free to share the resolution here…

Hi Leslie, Welcome to Atlassian Community! Thank you for the details provided. When someone that was not added in the ticket answer a notification, it will create a new ticket, since the person doesn't have permission to comment. As the customer is forwarding the notification for someone that is not the assignee, reporter,…

Thank you for the screenshots. If it's showing that the user is not active, so maybe the sync did something to their account and deactivated them. Did the users have access as customer only before the GSuite sync? Please, go to Site administration and filter the customers to check if this user is not inactive. If the user…

The field help is not linked to the custom field, it only a field where you can add some text to help the customer to fill the form in the portal. The other description set directly in the field will only appear for internal users when they create tickets internally. For us to better understanding what is happening, can…

The customer portal is not customizable, so it's not possible to add buttons for other actions. If you need more customization, you can create your own portal, there is an example on the documentation below: - Creating your own branded customer portal

If you can't make the issues public, then it will be necessary to add a licensed user to receive the emails. As the notification scheme is shared between projects, you don't need to add one for each project. You will have to do this only if the person that needs to receive the emails are different for each one.

Hi Jaime, Just to make sure that we are on the same page, can you please let us know what is the type of the project? I see that this question is flagged as Jira Core, but I saw that you also have Jira Software and Service Desk on your instance, so we need to confirm what type of project you can't find labels to post here…

Hi there, Welcome to Atlassian Community! To remove the category for the request types to appear directly for the customer to create tickets, please go to Knowledgebase in the project. It appears on the sidebar: Then, click on the category name > > Delete category. Regards, Angélica

Hi Kevin, Thank you for the details. Usually, this issue happens when the users/customer were not added to the project. If you want to allow them to see the projects without logging in and without having to add them manually to the project, you must go the Project settings > Customer permissions > Who can access the portal…

Hello Niruban, Currently, it's not possible to approve requests via email. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4349 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Yannick, Welcome to Atlassian Community! If the user list doesn't appear to select the assignee, maybe you or a group you are part of was deleted or removed from the global permission to browse users and groups. If you are an administrator of the instance, please go to Jira settings > System > Global permissions and…

Hello Brett, Currently, there is no option for bulk changes through the queue. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-287 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi James, The difference is that one is for internal users that will be able to see the description when creating a ticket through the + button and the other is only for customers to see in the portal. For internal users, the correct place to set a description is Jira settings > Issues > Custom Fields > Actions > Edit. So,…

Hello Rob, Currently, it's not possible to rename closed sprints on next-gen since there is no sprint report available. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17208 Please, click on vote and watch in order to hear about updates on the…

Hi Tom, Currently, when we clone issues we don't have the option to include watchers. It happens for Cloud and Server. We have a feature suggesting to add more options when cloning an issue: - https://jira.atlassian.com/browse/JRACLOUD-5052 Please, click on vote and watch to receive updates about the feature. Regards,…