Angélica Luz Atlassian Team

Hi IL, Welcome to Atlassian Community! I was able to check that the cloud instance connected to your account is still active. I saw that you contacted our support and they told you what to do to cancel the subscription of your cloud instance, have you done those steps? A workaround, if you want to delete your account…

Hello Anthony, Currently, it's not possible to set a field as required for next-gen projects. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSWCLOUD-17631 Please, click on vote and watch in order to hear about updates on the development cycle. Regards, Angélica

Hi Jamie, If you don't have access to that page it means that you are not an admin of the organization. This is the Site administration where site-admins have access. Not all site-admins are an org administrator, so you must check who is the administrator of the org to ask them to give you access or ask them to change the…

When we add a default value for a multi-line text field, it will show the text for the customer in the portal but they will be able to edit it and they will have to remove the text to add their text. On Jira, we don't have the option to add a default text that when someone clicks it will disappear for them to type. The…

Happy to hear that everything is working! The error was 550 5.1.1 Recipient not found, that's why you were not able to receive the notifications. We remove this bounce using Looking Glass and only us from Atlassian have access to remove the blocks and bounces from the email.

If the logs are not showing any information, then Jira is not processing the email, it means that someone or some other application is reading the emails before Jira. Please, reset the password to make sure that anyone that is logged to the email will be logged out and only you have access to this inbox, then test it again.

Hi Jamie, In order to change the organization name, please go to admin.atlassian.com and it will show the list of organization you are an admin. Select the organization and on the next page you will have some options on the sidebar, click on "Overview" and you will be able to change the Organization name. If you don't have…

Hello Abbe, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to use the Jira Software roadmap as a macro on Confluence. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/CONFCLOUD-66168 Please, click on vote and watch in order…

Hi Sean, You can see the users that are counting as licensed by going to Site administration > Product access: Also, just to let you know that system accounts, such as add-ons, does not count as a license even if they show as licensed, it won't count, only actual users count. Regards, Angélica

Hi Michael, Just for us to better understand and help you with this issue, can you please let us know if you are adding this image on the description or comment? How are you attaching this file? Is it by the Browse option or drag and drop? If possible, send us a screenshot of how it looks on your instance, then we can…

Hello Jeff, Currently, if a customer is part of an organization, they will have the ability to share the ticket with the organization or set as private, it's not possible to remove this option, only if the user is removed from the organization. We have a feature request suggesting the implementation of this ability: -…

Hi Marios, Yes, we already have a feature request suggesting the implementation of Issue Layout to Service Desk projects: - https://jira.atlassian.com/browse/JSDCLOUD-7871 Please, click on vote and watch to receive updates about the feature. Regards, Angélica

Hi Yolanda, Is this related to the other question? If so, I've just updated the other one, so if you have any question, please let us know through the other question. Regards, Angélica

Hi Yolanda, Thank you for the details. When a member of an organization share the ticket with the rest of the organization, they receive the notification informing that it was shared and then they must click on "View request" and click on 'Get notifications" to receive the next updates about the ticket. If they don't do…

Hi Sophia, For the projects to show on the list, the agent that is creating the automation must have access to the Software project and have the permission to browse projects as well. Regards, Angélica

Hi Irma, Not sure if you tried, but if you go to Project settings > Request types > Click on "Edit fields" for each request type and you will see the option "Field help" where you can add a text: When the customer clicks on the field in the customer portal, it will show the text to help them fill the form. Regards, Angélica

Hi Mario, It looks like you're running into an existing bug, which can be found here: - https://jira.atlassian.com/browse/JRACLOUD-69263 The exact match does not work correctly, so as the JQL has "Edgehub" it will return tickets that has this word on the summary. Please be sure to watch it and click on "This affects my…

Hi Ryan, Currently, there is no setting to make Jira send notification about failures for Jira Service Desk mail handler. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-5507 Please, click on vote and watch in order to hear about updates on the…

Hi Harshal, If the email address is the same that you are using here in Community, I was able to check our mail server and saw that there was a bounce on your email and I removed this bounce. Can you please check if you are receiving notifications now? Regards, Angélica

Hi Ted, I remember seeing this issue once, but it was on Jira Cloud, maybe it can also happen to Server. If the request type was removed after the ticket creation, the ticket somehow was still visible in the portal, but not the description, so if that's the case, you can add a request type and check if it will show the…

Hi Carlota, Currently, Jira Service Desk does not have a domain restriction for sign up. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-868 For now, the best option would be set the project as closed by going to Project settings > Customer permissions >…

Hi Mike, I believe you can start with the documentation below for a better understanding of how Confluence works with Service Desk: - Set up a knowledge base - Write and share articles - What's a knowledge base and why you need it If you have any other question, please let us know. Regards, Angélica

Hello Scott, Currently, it's not possible to customize payloads on Jira Service Desk Cloud, this option is only available for Jira Server. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-8051 Please, click on vote and watch in order to hear about updates…

Hi there, Welcome to Atlassian Community! Just to make sure that we are on the same page, can you please let us know more details about the project URL? Is it the instance URL (xxxxxxxx.atlassian.net) or the project key? Regards, Angélica

I've tested on my local environment and I was able to replicate the same behaviour. When the account is locked only the reset password link can unlock it. I've tried to disable the account and wait 10 minutes and then activate again setting a password, but it didn't work. In this case, the best option would be to use a…

Yes, with the new updates in Jira customers can find only other customers and users that were added in the project. All users listed on People and customers listed in the customers' list will appear for them in the field. Can you please check if the customer is showing on the customers' page?

Currently, it's not possible to edit labels, we have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JRACLOUD-67988 For the reports, you will create a report with two series, one for each organization. Then as you will choose the series "Resolved", it will show the…

Hi Brian, Currently, the automation in Jira only set a fixed date for due date. We have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDCLOUD-6197 Please, click on vote and watch to receive updates about the feature. As a workaround, you can use the add-on Automation…

Hi Marios, Currently, the issue layout is only available for Jira Core and Jira Software classic projects, because the new issue view was not implemented for Jira Service Desk projects yet, so, for now, it's only possible to modify the layout for those two types of projects. Regards, Angélica

Hi Kristine, Just for us to better understand and help you with this issue, can you please let us know where the field is not appearing? Is it on the Jira create issue screen or in the customer portal? Can you check on Jira Settings > Issues > Custom fields if the field was added to the necessary screens? Regards, Angélica