Angélica Luz Atlassian Team

Hello timchribi9, Thank you for getting in touch with Atlassian Community! Just for us to better understand and help you with this issue, can you please let us know if when you export the items of the epic, if sub-tasks are also listed? Regards, Angélica

Hello Michael, Thank you for getting in touch with Atlassian Community! If you need that tickets opened by email also be set as "Service Request with Approvals", you must change the request type on "Email requests". Firstly, you need to make sure that only summary and description are required, all other fields must be…

Hello Vicki, Thank you for getting in touch with Atlassian Community and thank you for your feedback regarding the new UI for site administration. Firstly, related to edit the user properties and view Jira project roles, it was reported as a bug: - https://jira.atlassian.com/browse/ID-6731 Related to the invitation,…

Hello Pascal, Thank you for getting in touch with Atlassian Community! Can you please check the developer tools on your browser to check if it shows any error? When did this issue start? Are you the only user facing this issue? Also, can you test using another browser or incognito mode? Sorry about all the questions, but…

Hello Bhavik, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to customize when to receive an alert for an SLA. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-2003 Please, click on vote and watch in order to hear…

Hello Thomas, Thank you for getting in touch with Atlassian Community! Currently, customers can't edit issues through the customer portal. We have some feature requests suggesting the implementation of this ability: - Edit issue details in customer portal - Allow Editing of Fields through the Service Desk Request - Allow…

Hello Aleksandar, Thank you for getting in touch with Atlassian Community! This error appears when there are no more licenses available for the products. On Site administration > Billing > Manage subscriptions, you can see how many licenses are being used for each product. Then, you must remove users from products that…

Hello Gil, Thank you for getting in touch with Atlassian Community! This is the new layout of the JSD Customer portal and maybe it was not automatically enabled on your instance. On the customer portal, click on customize on the right side and you will see an option "Try the new help center", then just click to enable.…

Hi Jason, Thank you for getting in touch with Atlassian Community! I saw that you opened a ticket with our support related to the same question and they are already helping you. As the ticket is the same as this question, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise…

Hi Mehdi, The best option, in this case, is to use the add-on Automation for Jira, since the automation in JSD project does not have the trigger to send an email when the value of a field has changed. You can use the free version to test (Automation Lite for Jira Cloud). Here is an example of an automation that you can use…

Hello Benjamin, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to customize the message for empty queues. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-4386 Please, click on vote and watch in order to hear about…

Hello Benoit-Rene, Thank you for getting in touch with Atlassian Community! The results on the widget depends on the default language of the browser. So, if French is visible for customers and the browser is set to French too, it should show the widget and results in French, but if the browser is set to English, it will…

Hello Paul, Thank you for getting in touch with Atlassian Community! Just for us to better understand this use case, can you please let us know how the tickets are opened? Do you open the ticket on behalf of the customer or they open the ticket through the customer portal/email? Regards, Angélica

Hello AISWA, Thank you for getting in touch with Atlassian Community! On Jira Cloud, there is a configuration for priority where we can choose what will be the default priority for all tickets. As this is a global setting, it will be applied to all projects on the instance. You can check this information on Jira settings >…

Hello Jason, Thank you for getting in touch with Atlassian Community! For you to be able to access Jira Service Desk in order to test, you must have the groups jira-servicedesk-users and also be an administrator, so you will be able to add yourself as an administrator of the SD projects. As you are not an administrator of…

Hello @Sebastiaan, Thank you for getting in touch with Atlassian Community! Currently, when someone answers the notification, the comment will be set as public, it's not possible to choose if it will be internal. We have a feature request suggesting the implementation of the ability to choose if the reply of an agent will…

Hello Joe, Thank you for getting in touch with Atlassian Community! Currently, when we enable the satisfaction survey, it is applied to all issue and request types of the project, it's not possible to customize it to be sent to specific issue types. We have a feature request suggesting the implementation of this ability: -…

Hi Kedar, Thank you for reaching out to Atlassian Community! Currently, it's not possible to add the assignee field on the customer portal, this field is available and visible only on the agent view. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-328…

Hello Kedar, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to reorder the projects in the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-1472 Please, click on vote and watch in order to hear about…

Hi John, It's not directly in the project, we must use the "global" issues and filters to filter the tickets of the project. On the main page of Jira, click on Issues and filters > Search issues. Regards, Angélica

Hello Chris, Thank you for getting in touch with Atlassian Community! Yes, it's possible to change the project email by verifying a domain on your Jira Cloud. Please, check the documentation below for more details: - Configuring Jira Cloud to send emails on behalf of your domain If you face any issue or have any other…

Hello Karissa, Thank you for getting in touch with Atlassian Community! The integration between Confluence and Jira Service Desk is limited for providing customers access to articles from the specific space that is linked to the project. As a workaround for this feature that you need, you can create a file on Google Docs,…

Hello Jonas, Thank you for getting in touch with Atlassian Community! Currently, there is no calendar available on next-gen projects. Just for us to better understand and help you with this issue, can you please give us more details about why do you need the calendar? Then we can open a feature request suggesting the…

Hello Anand, Thank you for getting in touch with Atlassian Community! When someone is added as an administrator on a project, they can only add current users and groups to the project, it's not possible to invite new users. For this user to invite other new users, you must add him/her to the group site-admins, so they can…

Hi wlandgraf, I saw that you opened a ticket with our support related to the same question. As the question is the same, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms. Regards, Angélica

Hello Rohit, Thank you for getting in touch with Atlassian Community! Yes, it's necessary to be part of the group site-admins in order to create the organization because you need to have access to > Site administration. Check the documentation below with all the steps to have Atlassian access: 1 - Set up an Atlassian…

Hello Aleksey, Thank you for getting in touch with Atlassian Community! The only difference for the existing users is the way they will log in. When they access instance.atlassian.net they will add their email and will be redirected to log in using SSO. Also, administrators of the organization will be able to change email…

Hi Bob, I've created a ticket with our support on your behalf, so we can check another workaround for your instance and also give you more details about all the changes. You will receive a confirmation email and soon we will contact you. Regards, Angélica

Hi Bob, The first option means that they will only be able to find other customers if they belong to an organization. Any other user outside the org, they won't be able to find any customer. The second one will allow them to find any customer, but they will not be able to find agents. The third option will allow them to…

Hi Mauro, Thank you for the details. Currently, the new UI doesn't have the user properties. There was a bug raised for this, but it was changed to a feature request: - https://jira.atlassian.com/browse/ID-6721 Please, click on vote and watch to receive updates about the feature. As a workaround, you can use the direct…