Angélica Luz Atlassian Team

Hello @Rodrick Ang, Welcome to Atlassian Community! When it comes to email requests using a custom email address, Jira will read the unread emails in the inbox. With this said, if someone accesses the email and reads it before Jira, the ticket won’t be created. If there was an error to create the ticket, it will be…

Hello @Касюга Александр, Thank you for reaching out to Atlassian Community! When it comes to ticket permissions, the option available in Jira (Standard and Premium plans) is the issue security. When a user has a license and they are added to a project as an agent, they will be able to view and work on all tickets and this…

Thank you for testing, @[deleted]. Customers don’t need to have an Atlassian account to use the portal. I checked the logs of your site, and customers’ notifications show as delivered. Does the customer have the same email domain as you? Using our internal tools to see if there were blocks or bounces, I found two email…

Hello @Paul Cater, Welcome to Atlassian Community! For users and customers to be able to create tickets, receive notifications correctly, and have the correct permissions to view, comment, and so on, they need to have individual accounts. Using a group, the person will have to log in using the support@xxx.com email and the…

Thank you for the details, @Chibuzor Obilom. I found some errors on the logs related to the conversion and found a similar ticket where the issue was related to the rank system (AKA LexoRank). Caused by: cloud.atlassian.logmon.laas.api.PrivacySafeException: Privacy-safe boxing of a…

Hi Sandi, Thank you for reaching out to Community! I checked the ticket and the issue resolved itself, without doing anything from our side. In this case, it’s important to confirm if the browser is on the latest version, test using another one, and in incognito mode. Check if there are no extensions preventing the feature…

Hi Enrico, I’m glad that I could help! There wasn’t any suggestion for that, so based on your question I created one suggesting to add a macro to embed JWM boards on Confluence pages: Ability to embed Jira Work Management Board on Confluence pages Please, click on vote and also watch to receive updates from our product…

Hi Ashley, I’m afraid not. For tickets to be created in the project, the user must have a Jira license and be added to the project. The only product that allows people outside of the organization or users of other products to create tickets is Jira Service Management. JSM has a customer portal where customers and users can…

Hi Daniel, It may take a while to be fixed since the priority is low and there is a workaround that is to open the ticket on a new tab to approve/decline. You can find more information on how the bugs are prioritized on our policy below: Atlassian Cloud Bug Fix Policy

Hello @Enrico Keil, Thank you for reaching out to Atlassian Community! The Agile wallboard gadget macro works only with Kanban and Scrum board from Jira Software boards. It’s not possible to select a Board from a Work Management project. The workaround for that would be to create a Kanban or Scrum board based on the Work…

Hello @epedder, Thank you for reaching out to Community! Since you created a ticket related to the same issue, let’s focus on the ticket instead. I already answered you there informing you that this issue happens because the affected user/customer has duplicated accounts (one as a customer and another as a licensed user).…

Hello @Bastien Delourmel, Thank you for reaching out to Atlassian Community and for sharing the details. Testing on my local site and searching for similar cases, I found out that what you are facing is expected. When a field is added to a Tab but is also added to the Request form, it will show up in a General tab. The…

Hello Bob, Thank you for reaching out to the Atlassian Community! On Jira Service Management, currently, it’s not possible to select the default behavior for the Show/Hide details. Based on your question, I created a feature request suggesting the implementation of this ability: Ability to configure the default behavior…

Hello @Mr D, Welcome to Atlassian Community! When it comes to creating issues via email, currently, it’s not possible to configure Jira to ignore emails based on the subject/summary. There are feature requests suggesting the implementation of this ability: Ability to filter incoming email based on email subject Ignore…

Hello @Pete Piro, Thank you for reaching out to Atlassian Community! When it comes to the “Comment updates reply status” automation, it’s recommended to keep using the Legacy automation because the new Automation (former Automation for Jira) still doesn’t have the option “Comment is a primary action”. With this said, the…

Hello @valkyre57, Thank you for reaching out to Atlassian Community! The queues and request types Service Requests, Incidents, Problems, and Changes are based on the four categories that are part of the ITSM template and it's not possible to remove that. What are ITSM categories? How categories work in IT service…

Hello @[deleted], Thank you for reaching out to Atlassian Community! The Forms on a Jira Work Management project are available only for users with a Jira license and permission on the project. With this said, if you type an email address of someone that is not a user, they will be invited to the project. For more…

Hello @MichielPC, Thank you for reaching out to Atlassian Community! The Change calendar works only with the issue type Change on ITSM project templates. When trying to create an issue from the calendar and change the issue type, this message will appear and it’s expected: In this case, the only workaround would be to use…

Hello @Chibuzor Obilom, Thank you for reaching out to Community! Just for a better understanding of the issue, I would like to know more details about the steps you are following. Can you please let us if the sub-task you are trying to convert is from a team-managed (next-gen) or company-managed (classic) project? Is it…

Hello @Pongsak W, Welcome to Atlassian Community! When a customer adds another person in CC, the person will be added as a participant and will receive the following notification: They will be informed that the ticket is created and also that they were added as participants. Can you please confirm if, on the ticket, the…

Hello @Maria Polgano, Welcome to Atlassian Community! On the new issue view, when pasting an attachment on the ticket, it will upload directly and it will not be possible to rename it before adding it to the ticket. It was possible on the old view. There is a feature request suggesting the implementation of this ability on…

Hello @[deleted], Thank you for reaching out to Atlassian Community! When a customer is added to a project, they will receive an invitation. If they still don’t have an account, the notification will include the details for them to finish the account creation. Can you please check if the notification is enabled? Please, go…

Hello @Daesung, Thank you for reaching out to Atlassian Community! Since the error is happening on Chrome only, the issue is more related to the browser than to Jira permissions. With this said, can you please confirm if Chrome is on the latest version? If not, please update and test again. Also, test using Chrome in…

Hello Diana, Welcome to Atlassian Community! When it comes to Incoming emails for Jira Software and Jira Work Management projects, there is an option for bulk emails where they can be ignored or accepted. It will depend on the header of the emails. For more information, please, check the documentation below: Create issues…

Hi @Oliver Zmorek, Thank you for reaching out to Community! Testing on my local site, I can see that customers will show as a suggestion on User Picker fields on any project, even those that are not Jira Service Management. Currently, there is no option to prevent that. Based on your question, I created a feature request…

Hi George, On Jira Software company-managed projects, the only option to enable the Pages again is on "Add item". I tried to replicate it here using Kanban and Scrum projects and when disabling the feature, it will show the option to enable it again on Add item. What happened in Onkar's case is that there was no Confluence…

Hi @Wim Abts, Thank you for reaching out to Community! I saw that you created a question related to this issue and you are using Jira Server, so what was shared on this thread will not work in Server. Also, you created a ticket with our support, and since the ticket is private to only us and you, feel free to share…

Hello Daniel, Thank you for reaching out to the Atlassian Community! Testing on my local site, I was able to replicate the same issue, and further searching, I found out that it’s a known bug: Approve/decline requests shown in a Filter Result gadget doesn't Approve/Decline the request Please, click on “This affects my…

Hello Jeanne, Thank you for the suggestion. I created a feature request ticket for that: Show the status of the sites on Discovered products Also, while searching for the features, I found a bug that affects the Discovered products that may affect your site too. The current status of the site is Deactivated, but it might…

Hi @George, Welcome to Atlassian Community! I can see that your site has Confluence, Jira Service Management, and Jira Software. With this said, can you please let us know if the affected project is Software, Service Management, or Business? Is it a company-managed (classic) or team-managed (next-gen) project? Kind…