Angélica Luz Atlassian Team

Hi Stephen, Are you the only user facing this issue? If the user mentions another user (not you) in the instance, do they receive notification? Do you know how he mentions? Does he use "@" or "[^username]? Can you please confirm if this user has "Browse users" permission? Also, when this issue happens, are you the…

Hi Pablo, I would like to test this behaviour on a test instance. Can you please share with us the add-on that you are using? Also, please let us know the steps you are following after changing the language to Spanish. Regards, Angélica

Hi Robert, Can you please follow the steps provided on the documentation below to configure your outlook? https://www.slipstick.com/problems/outlook-is-sending-winmail-dat-attachments/ This indeed is something on outlook side, because if you answer a notification using another mail client, like Thunderbird, it will not…

Hi David, Nowadays, when using Jira Service Desk, since there are two options to add a comment, Ctrl + Enter will always result in an internal comment. We have a feature request to allow us to configure this shortcut to send comments to customers: Allow users to configure keyboard shortcut {{CTRL+Enter}} Please, make sure…

Hi Alok, Currently, to configure a mail handler in Jira, it's necessary to associate an email to a project and only one request type, so, unfortunately, it's not possible to use the same email for several projects. In this case, you will have to associate one different email per project so your customers can create tickets…

Hi Joseph, This issue that is happening is actually an expected behaviour of Jira. I tested on my test instance and indeed it does not show the field "Organization" in the create issue screen. According to our developers' vision, they thought that customers and agents would use the portal or email to open requests, not the…

Hi Raphael, Currently, it's not possible to search for Confluence articles on Jira search. Only customers can find articles in the customer portal when a space is linked to a service desk project. We have a feature request that was already accepted to allow the search between products: CLOUD-6078 Now we must wait for the…

Hi Rajat, Currently, it's not possible to configure SMS notifications in Jira. We had feature requests for Jira Cloud and Server, but it was closed as "Won't do": JRACLOUD-32860 JRASERVER-32860 Email notification already had in Jira, this configuration is made directly in the project settings on "Notifications" and…

Hi Jeffrey, Yes, it's possible to set up the email alert for tickets that are opened as "Bug". If this ticket is from Jira Software, you will need to use an add-on, like Jira Misc Workflow Extensions, so you will be able to set a post function in the workflow and when the issue is created an email will be sent. If you are…

Hi Constance, If an attachment is not showing in the customer portal, it may be two causes: - The attachment was not added in the comment: If someone only attaches a file but not add the link in the comment, the customer will not be able to see the file in the portal. - The renderer of the field comment is set to "Default…

Hi Brett, When we upload a profile picture, it actually gets stored in Gravatar and not in Atlassian. So, the format types that you can upload is the ones that are in the gravatar documentation: Image Requests 3. MUST have a recognizable image extension (jpg, jpeg, gif, png) Hope this clarifies. If you have any other…

Hi Mian, This issue may be related to permissions and not the new UI. If a user can't see queues, SLAs or edit issues, it's necessary to check their profiles to see if they still have the group jira-servicedesk-users and also check the project roles associated with this user, they must be on the role "Service Desk Team".…

Hi Andrej, If the file that you want that be attached to a ticket it's a .docx, for example, it will be not possible to use the field attachment to use another custom field. The field attachment is a system field and also there are no options to create a similar field. I believe that the best option, in this case, is to…

Hi Malcolm, The option that we have in Jira Cloud is the "Shared Configuration" that will copy the schemes of a project, but the request types, for example, won't be copied. When you click to create a project, just click on "Change" and choose the desired template. The "Shared configuration" is the last one. Regards,…

Hi Robert, If an agent attaches something directly to the ticket, the customer will receive the notification correctly. Jira does not convert the attachments into winmail.dat, this is something on the mail client side. A test that you can make is to send an attachment using Gmail, for example, you will see that it will…

Hi Shaban, Currently, it's not possible to restrict access to customers to specific portals. When the project is open (anyone can send requests), any customer that create an account will be able to open tickets on the projects. We have a feature request for the ability to have more flexibility for customer sign up:…

Hi Akshay, Have you tried to send another email to this user before creating his/her account in Jira? Can you please try to resend and also ask the user to check if the email is not in the spam folder? Regards, Angélica

Hi Neil, This issue happens when the widget is disabled in the instance. Please, on the widget page click on "Enable widget" I saw that you already opened a ticket with our support, so if it does not work, please update the ticket and once its resolved, I will post the resolution here. Hope this helps! Regards, Angélica

Hi Robert, This issue is related to malformed attachments from a Microsoft mail client, so this configuration must be done on the customers' mail client. Probably if you convert the winmail.dat file on this URL https://www.winmaildat.com/, you will see what the customer sent. Here are some links that you can send to your…

Hi Fiorella, Glad that I could help :D Hope you have a great day! Regards, Angélica

Hi Danielle, Currently, Jira only stores who saved the filter in the database, so, unfortunately, it's not possible to search for users who have saved the filters. The field Popularity is used only to have an idea of how many users have marked the filter as favorite. I'm sorry that we can't be more helpful on it. If you…

Hi Tom, Usually, this issue is related to the BigPicture add-on. The BigPicture add-on has a synchronize version date setting. As we don't have access to your instance, can you please let us know if your instance has this add-on? If so, please open the BigPicture > Program manager > Click on the cog Icon on the "Program" >…

Hi Simon, When allowing anyone to open requests on a project and also allowing that your customers can share with any customer or organization, they will be able to literally find any customer on your instance, because the project is open, so customers of other projects will be copied to this project. For example, you have…

Hi James, The best option to delete all these issues is filtering and then bulk delete. If it's only one email, you can filter by reporter and then click on *...* on the top right > bulk change > select the issues > choose the operation "Delete issues" > Uncheck the "Send email for this update" > Confirm the operation.…

Hi Michael, Currently, the only trigger that we have related to a change on an issue is "Status changed". On the link below you can find all available triggers: Automating your service desk If you want that an automation runs when the value of a field changed, you can use the add-on Automation Lite for Jira. This version…

Hi Fiorella, Usually, this error happens when we try to set as required the fields of a request type that is used for creating tickets through email. If the request type you are editing has the information "Email" below its name, you won't be able to set the field as required, because requests by email must have only…

Hi Magnus, In the main page of the customer portal, it's possible to add only one announcement. So, in this case, if you have several announcements for customers you will need to add on the main page of the customer portal: Then on every project, you can add an announcement, so if you have 5 projects, you will be able to…

Hi Robert, Just for us to better understand and help you with this issue, I'll make some questions: When did this issue start? Was there any change on your instance? Are you using a custom email address or the email auto-generated by Jira? Are you using forwarding rule on your email to forward the customers' email to…

Hi Venu K, There are two options in this case. 1 - If you are already using the new instance and don't want to wipe all data, you can export the issues and import to your new instance. On Jira Cloud, it's possible only to import issues, not the whole project. So choosing this option projects, users and configuration won't…

Hi George, Currently what Jira has to protect sensitive data are the issue security and project permissions. On project permissions, you can set the groups, roles or people that will be able to see the tickets. This will avoid any unauthorized user to have access to this information. Jira also has issue-level security to…