Angélica Luz Atlassian Team

Hi Brad, Just for us to better understand and help you with this issue, can you please give us more details about the automation you are creating? What conditions are you using (When it happens, if these match, then do this)? Is this field not appearing when you use the condition "Then do this" > Edit issue? Regards,…

Hi Kendrick, I saw that you opened a ticket with our support regarding the same question. I'll be watching the ticket and post here when we have the final answer. Regards, Angélica

Hi Ryan, The page that appears when we login to an instance with a Google account is from Google, so there is no configuration that we can make inside the instance to change the URL on the login page. Please, let us know if there is something else we can help. Regards, Angélica

Hi Subodh, These changes were made to protect customers' and users' personal information and this is due to [General Data Protection Regulation (GDPR)|https://www.atlassian.com/blog/announcements/atlassian-and-gdpr-our-commitment-to-data-privacy]. Now, instead of using the username, you can use the accountID. To find the…

Hi Joelle, Currently, it's not possible to use the "Added organization" as a recipient of emails on an automation. We have a feature request for this ability to be implemented in the future: - https://jira.atlassian.com/browse/JSDCLOUD-4309 Please, make sure to watch and vote to receive updates about the feature. If you…

Hi Jeffrey, In this case, you will have to use the add-on Jira Misc Workflow Extensions. Please, go to Jira Settings > Add-ons > Find new add-ons > Search for Jira Misc Workflow Extensions and install. After the installation is complete, please open the desired project > Project Settings > Workflows > Click to edit the…

Hi Valerian, Currently, it's not possible to pull information further than a year for reports. We do have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDSERVER-2188 Please, make sure to watch and vote to receive updates about the feature. I'm sorry that we can't be…

Hi Rajneesh, How are these tickets being opened? Is through the customer portal or directly on the + button on Jira? Are you opening the ticket on behalf of the customer? Can you give us more details about the automation? What are the triggers (when it happens, if these match, then do this)? Looking forward to your reply.…

Hi Jaewan, Currently, it's not possible to set the polling frequency of queues. We had a feature request that was closed as "Won't fix": - https://jira.atlassian.com/browse/JSDSERVER-2254 In regards to the queue polling, the queues will be force refreshed every 2 minutes, but if there are updates in the meantime, the…

Hi there, The knowledge base option appears even though we don't have Confluence and there is no configuration to remove or add this option. The Knowledgebase appears in Project settings: And also under the option "Raise a request": Can you please send us a screenshot of the page and also pointing where the option was…

Hi Andre, I saw that your Liana, your colleague opened a ticket in our support regarding the same issue. I added you as a participant of the ticket, so you will be able to see it now. I will add the response here as well: You should query using the query parameter on the endpoint. When using it, the API automatically…

Hi Benny, Jira does not have a dynamic report, each project has reports but it's not possible, for example, to show the assignee name. I believe that in this case, you will have to use an add-on like EazyBI, for example. So you can import the project data and custom fields and then just drag and drop the fields in the…

Hi Jon, I've tested dragging a picture from Gmail to a ticket in Jira and it only copies the image URL and it does not attach. A solution that perhaps can help you using only Chrome, is to right-click and copy the image, then click on the comment box and use CTRL+V or just press CTRL+V that the attachment window will…

Hi Jeffrey, What is the type of the project? Is it Service Desk, Software or Business? The step-by-step depends on the type of the project, so please, let us know the type and we will check the best option for you. Regards, Angélica

Hi Jonathan, I'm happy that I could help and that everything is working as expected :D If you need further assistance, please let us know! Regards, Angélica

Hi Jordan, The only way to change the email that sends the surveys is changing the project email, and it will change for all other notifications. When we set the resolution of a ticket, the customer received the notification that the ticket was resolved and also the survey, so the address that sends the notification is the…

Hi Scott, It looks like we'd need to investigate this in more detail. You will receive an email from our support portal shortly and once we come up with the final solution, we'll post it here as well. Regards, Angélica

Hi Pablo, Thank you very much for the details. I was able to reproduce the same error on my test instance. Also, when I changed to Spanish, the year has 54 weeks, and when using English the year has 53 weeks, so indeed the calendar is very awkward when we change the language. As I was able to reproduce, I created a bug for…

Hi Andreas, To change the project lead, you must do to the Project settings > Details. Then you will see the option where you can search for a person to be the project lead. Are you facing an error when you try to change the lead or the names do not appear for you to select? Regards, Angélica

Hi Neil, I saw that the ticket in our support was closed and the resolution was to enable the widget on the widget's page. Thank you for reaching out to our support and community, we are always pleased to help. Regards, Angélica

Hi Stephie, The only calendar gadget available for Jira is "Jira Issues Calendar" where it shows tickets created each day. If you need another type of calendar, you can use an add-on that has gadgets for you to use on a dashboard. Hope this helps! Regards, Angélica

Hi Jordan, Currently, it's not possible to send an email with the survey results. We do have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDCLOUD-5579 Related to the email address used to send the survey to customers, it's the same email that sends other…

Hi Jonathan, I've tested on my test instance using the same order as the post function of the screenshot and it does not work as well. Then I tested adding the post function as the first (before the "Creates the issue originally") and the issue security was correctly added. Can you please change the order and open a test…

Hi Rodney, Currently, on Jira new UI, it only shows 99+ instead of the actual number as it was on the old Jira design. Unfortunately, there is no configuration that we can change to show the actual number of tickets on queues. We do have a feature request suggesting the implementation of such ability:…

Hi Pablo, Can you show us where it shows wrong? Are you using an add-on for a calendar? Which one? Regards, Angélica

Hi Rajat, On Jira Service Desk the only dedicated page for approvals is on the customer portal. If the user opens the customer portal and clicks on the profile picture, it will show the option "Approvals", then they will see the list of tickets that are waiting for approval. Otherwise, if they want to use Jira interface,…

Hi Dmytro, This issue may be related to two things: Permissions or Browser/Network. As you are an administrator, please check the page below (just change to your instance name) to see if the permissions "Administer Jira" and "Create independent projects" are set correctly. By default the "Administer Jira" is for…

Hi Ng, Jira Service Desk is used for users or customers to open tickets in order to ask for help. They will have a access to a customer portal where they can fill forms with details of an issue and it will create a ticket internally for agents to help this customer. I believe that JSD won't help you if you need to send…

Hi sparesFinder, Currently, it's not possible to change the subject of the notification sent by automation. We have a feature for this ability to be implemented in the future: * https://jira.atlassian.com/browse/JSDCLOUD-4466 Please, make sure to watch and vote to receive updates about the feature. I'm sorry that we can't…

Hi Nodar, Can you please give us more details about the filter you would like to change? Is it the filter that is opened when you click on "View open" and "View Closed"? Regards, Angélica