Angélica Luz Atlassian Team

Hello there, Thank you for getting in touch with Atlassian Community! When we change an issue type on a Service Desk ticket, the request type is set as "No match". As the approver notification is a customer notification, it will only work if the request type is filled because is that what triggers the notification for…

Hello Alexis, Thank you for getting in touch with Atlassian Community! Just for us to better understand and help you with this question, can you please let us know what is the project type? Do all tickets in the project will be assigned to this person or it will be only for specific tickets/customers? Please, give us more…

Hello Akshay, Thank you for getting in touch with Atlassian Community! Just to make sure that we are on the same page, would you like to search text on a custom field (select list) on the customer portal or search for request types on the customer portal? Both options are possible. When creating a custom field "Select list…

Hi Kim, If they are agents with a license or customers with an Atlassian account, they will be redirected to a different page due to the Atlassian account. Only customers will be able to see the articles on the customer portal, those who has an Atlassian account will see the articles on Confluence. Regards, Angélica

Hi Wendy, To edit and add more versions, you can go to Releases: To add fix versions on a ticket, if the field is still empty, you will have to click on "Show more": If you can't add or create new versions, please check with the project administrator if you have the right permissions. Regards, Angélica

Hi Matthew, The image size limit for the logo is 200x100 pixels. Regards, Angélica

Hello Tom and welcome to Atlassian Community! If a customer adds a comment through email and the comment field is set with the "Wiki Style Renderer" (the same as shown on the documentation you've added) the comment will show the same as their email, with the text and the inline images, for example, add a text, paste a…

Hello Juan, Thank you for getting in touch with Atlassian Community! These 14 days is what we call a grace period, which you can cancel the deletion. You can find more details here. As a workaround, you can cancel the deletion, change the email for this account (using another email of the same domain), so the email you…

Hello Barry, Thank you for getting in touch with Atlassian Community! To be able to change users' email you must verify your domain, after that all users that have emails with the verified domain, the admin of the organization will be able to manage users' profile. Please, check the documentation that has more details…

Hello Gabriela and welcome to Atlassian Community! The most probable causes for the ticket not being created and no error is shown on the logs is: - Someone read the email. - The attachment is too big and the email will not be processed (this case is only if you are using Office 365). Jira only pulls unread emails to…

Hello IQ, Thank you for getting in touch with Atlassian Community! Currently, Jira Service Desk does not have domain restriction for customers' sign up. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-868 Please, click on vote and watch to hear about…

Hello Lucas, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to change the language of the widget. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDCLOUD-5636 Please, click on vote and watch to hear about updates on the…

Hi Yaniv, Thank you for sharing this information with us. That explains why on my test instance I wasn't able to reproduce the same issue. I have added the link to this question as an internal comment on the bug so that the developers can reference it if necessary. Regards, Angélica

Hi White Linen Homes, I've checked that you opened a ticket related to the same issue. As mentioned on the ticket, you need to check the HTML email parsing. Please, go to Jira Settings > Products > Email requests > HTML email parsing and check the checkbox to convert HTML emails to Wiki Markup. Regards, Angélica

Hello Kotadiya and welcome to Atlassian Community! I'll share with you some documentation that will help you to get the consumer key: - OAuth for REST APIs On this documentation, there is a screenshot showing where you will find the consumer key. Also, on this blog, there are some steps that may help you: - How to get Auth…

Hello Maciej, Thank you for getting in touch with Atlassian Community! Currently, the New Issue View must be disabled on the user's profile, so every user must disable, it's not possible to apply the change for everyone from an administrator account, for example. If you are referring to the New Jira Experience, it's not…

Hello Sai and welcome to Atlassian Community! As Jira and Confluence use the same customer base when it's on the same URL, SAML will be applied to all users that have access on Jira and Confluence. From the article that you mentioned we can find this information: Atlassian Access enables company-wide visibility, security,…

Hello Alla and welcome to community! Just for us to understand and try to replicate this issue, we would like to know more details about what is happening. Where is the screenshot not showing, is it on the ticket on Jira or in the Customer Portal? Can you send us all the steps that you are following? Are you the only user…

Hello Venecia, 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 this issue is happening on a classic or next-gen project? Is it happening for all users? Have you tested using another browser? Sorry for all the question, but…

Hello Michele, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to remove the "Share with" button if the customer belongs to an organization. We have a feature request suggesting the ability for admins to set the default value for the field: -…

Hello Francisco, Thank you for getting in touch with Atlassian Community! Currently, as per Portfolio documentation, these are the only release dates available. I've searched for feature requests, but there is nothing related to more release dates. Please, feel free to raise a feature request on jira.atlassian.com on the…

Hello Avidan, Thank you for getting in touch with Atlassian Community! Currently, you can set only to send notification even if the filter is empty, but it's not possible to set to send notifications only when it's empty. You can define the interval, so it will be sent notification if it has tickets or not. Please, feel…

Hi Ahsan, On the login page, they must add the email and then when they press enter it will show a message that it uses SSO and redirect them to the IDP page to login. When you have a verified domain, only users from that verified domain will be able to log in using SSO, users with another domain will log in using email…

Hi Mukhlisz, Thank you for the details. We have tested here using the same version, but we are still not able to replicate. As you can't find the cog icon, it means that you are not an administrator, so we will need their help. Can you please talk to your admin to confirm what is the Jira Service Desk version and which…

Hello there, Thank you for getting in touch with Atlassian Community! It's possible to use Trello and Jira Service Desk using Power-Ups. Jira + Trello Track issue status company-wide Create from scratch or link existing Jira issues to Trello cards. See an attached Jira issue's status, priority, assignee, and more. You can…

Hello Shu, Thank you for getting in touch with Atlassian Community! Currently, it's not possible to add labels on the backlog because there are no Board settings, so we can't configure the same as the Classic projects. We have a feature request suggesting the implementation of this ability: -…

Hello Roland, Thank you for getting in touch with Atlassian Community! Just for us to better understand and help you with this issue, we would like to know more details about it: When did this issue start? What is the file type? Have you tested using another browser or incognito? Are you the only user facing this issue?…

Hello Kelly, Thank you for getting in touch with Atlassian Community! Just for us to understand and try to find what is causing this issue, can you please paste the error or attach a screenshot of the error again? Are you moving tickets between projects of the same type or moving, for example, from a Service Desk to a…

Hello Tanmay, Thank you for getting in touch with Atlassian Community! I've checked that you opened a ticket with our support related to the same issue. As the ticket is already in progress, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter…

Hello Manoj, Thank you for getting in touch with Atlassian Community! I've tried to replicate this issue, but it worked normally. I've searched for recent bugs, but no one has reported this. If the user is still facing this issue, can you please ask them to test using another network? Also, test using another browser or…