Angélica Luz Atlassian Team

Hi Jennifer, Currently, all tickets in a service desk project, which contains a request type and a resolution, the satisfaction survey will be sent, it's not possible to limit that. We have feature requests suggesting the implementation of this customization: - https://jira.atlassian.com/browse/JSDCLOUD-4686 -…

Hello there, Welcome to Atlassian Community! Currently, it's not possible to create a backup of a single project in Jira Cloud or Server. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-34307 Please, click on vote and watch in order to hear about updates…

Hi Steven, Welcome to Atlassian Community! After you create a service desk project, you will access this page to click on "Channels". Then you can access the customer portal to customize it: If you face any issue, please let us know. Regards, Angélica

Hi Catherine, Welcome to Atlassian Community! For each instance, it's possible to create only one organization, so if you will be an admin for more than one, when you log in to admin.atlassian.com you will see the list of organizations. Once you verify a domain for an organization, users from that domain will show on…

It's necessary to check the automation you have on the project because one of the automation may have the condition that when a ticket is updated, a new ticket is created, for example. Who is being set as the reporter of the ticket? Is it the same person that made the update or there is a default reporter? Also, check what…

Hi Armin, Welcome to Atlassian Community! Just for further clarification, can you please let us know who are external stakeholders? Are they external people that do not have a license or access to the instance? I'm asking because the when you set a next-gen project to "Open", only people that have access to your instance…

It can be a mailbox, but in this case, it will only work for public issues. If you don't want to let the tickets public, it's necessary to set a licensed user to receive the notifications. These are the options:

It's important that when you already have a role on the ticket, that nobody adds you as another "role", for example, if you are the assignee but you are also part of the organization and the ticket was shared with the organization, you won't receive notification because you are an agent and customer at the same time. It…

The "Invite team" on the project is to invite new users and it also counts as a license, it will not invite them to login in the portal to create tickets, they will be agents. So, just to clarify, are you inviting users to work internally on the tickets? The organization that you mentioned, is the organization on the…

Hi Steven, Please, click on "Show transition labels" to select the first transition: If I add an 'Open' (=Create) status in the workflow of 'Service Request', would that work? - The issue is related to the transition that is not happening, so changing the status will not make a difference. What needs to happen regarding…

Hi Janneke, It's possible to achieve this using an add-on like Automation for Jira. Currently, the built-in automation in Jira Service Desk does not provide the triggers to copy a comment. There is a free version that you can use and check if it helps. You can use the options below: Hope this helps! Regards, Angélica

Hi Konrad, Welcome to Atlassian Community! I tested on my local environment using the sample text you posted and it works normally on the description and as a comment. Just for us to better understand what is happening, can you please let us know if this issue happens on a next-gen or classic project? Are you using the new…

Hi Willem, 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. Feel free to share the resolution here once the ticket is…

Hi Christian, Welcome to Atlassian Community! I was able to test here on my local environment a ticket with more than 30 comments and all comments show in the customer portal. Just for us to better understand, is it happening with all the tickets? What information is not appearing for the customer? How many activities…

Hi Brett, Thank you for the details. When you add a user, they are automatically assigned to an Atlassian account, that's why that even deleting this user when you add them again, it will show the full name they choose on id.atlassian.com. If you are adding the customer directly on customers' page, they should receive an…

It's possible to achieve this using an add-on as scriptrunner for example. With the functionalities Jira already has, there is no configuration that makes fields get hidden and only appears if another option is selected. We found a thread in community that may help you achieve this: -…

Hi Priyendu, On the desired project, please go to the Project settings > Notification > Actions > Edit notifications. Then, on each notification click on Add > Single user > Find your user > Add. Note that, the default notification scheme is shared between projects, so if you have Software projects, you will receive…

Hi Cooper, Yes, customers can see attachments in the portal. The only thing that is necessary for them to view is by adding the attachment in the comment. For example, if you add an attachment in the ticket (agent view) and then comment, but don't link the attachment to the comment, customers will not see. So for each…

Currently, this option is not available, we have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4846 Please, click on vote and watch to receive updates about the feature. The workaround, for now, is to edit the Issue created notification and add the working…

Sorry, I forgot to attach the screenshot. You need to click to edit the workflow, select the diagram mode and select the create issue transition. Below I added some examples that may cause the issue, for example, "Only users with Administer Projects permission can execute this transition". This would cause an error because…

Hi Matthew, For a ticket to appear in the customer portal it's necessary to have a request type, so as you mentioned this field is set, it should appear in the customer portal. If you select the options "Any status", "Where I am a participant" and "Any request type" none of the tickets is appearing? Are you only the…

Hi Wiktoria, Welcome to Atlassian Community! The customer portal is very limited when it comes to customization, so it's not possible to change the text for those buttons. We didn't receive the attachment, if possible please send it again, so we can check if there is a workaround or a feature request. Regards, Angélica

Hi Tim, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JSDCLOUD-6407 Please be sure to click on "This affects my team" and also to watch it, so that you are notified when this is fixed in a future release. Regards, Angélica

Hi Steven, This error is usually related when there is a field set as required on Project settings > Field. Note that when a field is set as required on this page, it won't show to customers that are required, so it may cause problems on the portal. Another thing that may cause is a hidden field on the request type, where…

Hi Andy, Thank you for the details provided. Currently, Portfolio does not support next-gen projects, so the documentation is applied only to Classic projects. We have a feature request suggesting Portfolio to support next-gen: - https://jira.atlassian.com/browse/JPOCLOUD-7553 To create new issue types for next-gen, please…

Olá José, Para que o desenvolvedor tenha acesso, ele precisará ter a licença de Jira Software e para o acesso aos tickets, você precisará adicionado no projeto. Se você quiser que ele tenha acesso somente aos tickets, sem acessar a board, você pode dar somente a permissão de "Browse projects" para ele. Se for um projeto…

Hi Sam, 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. Feel free to add the resolution here once the ticket is resolved…

Hi Barry, I tried to replicate the issue again, but it's working normally. Were the tickets imported as CSV the same as Hayden mentioned? Please, give us more details about the steps you are following, so we can test here to check if it's a bug. Regards, Angélica

Hi Miriam, The new customer portal was rolled out and now we don't have the option to disable anymore. I saw your comment on the bug and based on that, I created a feature request for our dev team to check the possibility to add the same Date Time Picker as before, where we could customize the minutes: -…

Sure, you can open the organization and when you hover the mouse over their names, you will see an X on the right side. When you click on the X it will remove them from the organization and they will show on the customers' list.