Angélica Luz Atlassian Team

Thank you for testing and for the details, Wanda. I tested here but I wasn’t able to replicate it. The priority added by the customer is the same as it shows on the ticket internally and when changing by using automation or manually, the field is updated it also updates in the ticket in the portal. If you manually change…

Hello @aelsayed, Welcome to Atlassian Community! I can see that your permissions are correct and you are an org admin as well. There are no bugs related to that currently. Are you facing issues only when accessing the Security tab? Have you tried accessing using another browser? Can you clear the browser cache and cookies…

Thank you for the details, Patrícia. In order to add customers to groups, it will be necessary to migrate their accounts to Atlassian account. With that, they would be listed as users and not customers and then, you can add them to groups. Before migrating them, it’s necessary to disable access to products, so once they…

Hello @tbisson, Welcome to Atlassian Community! There were bounces on your email address due to the following error: 50: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1…

Hello @bschmi, Thank you for reaching out to Atlassian Community! Testing on my local site, it happens the same as yours. It’s possible to view images directly from the notification, but for files, if not logged in the portal, it will be redirected to the login page. The ticket related to that is the one you shared here…

Hello @Durell Demartini, Welcome to Atlassian Community! When it comes to automation (Automation or Legacy automation), there are no triggers that would work for “Issue exported”. A workaround for this case would be the Manual trigger, but as the name says, users would have to remember to run the automation manually when…

Hello @Amit Moondra, Thank you for reaching out to Atlassian Community! The Widget doesn’t have many options to configure. There are some workarounds, for example, to change its position. You can find the details on the threads below: Jira Service Desk Widget: position Auto Click-Through JSD Widget Button Is there any way…

Hello @Pablo Viñas, Welcome to Atlassian Community! It’s possible to prevent tickets from being edited after it’s closed by adding properties to the workflow. This option is only available for company-managed (classic) projects. If you are using a company-managed project, go to Project settings > Workflows and click on to…

Hello @SUNMI HELP DESK, Thank you for reaching out to Atlassian Community! On Jira Service Management, currently, the only information about customers is their email and full name, it's not possible to add more details about them. There are feature requests suggesting improvements for that: Basic CRM functionality Ability…

Hello @Chris Ward, Welcome to Atlassian Community! I checked that you created a ticket with our support team related to the same issue and it was resolved. When this error appears, usually is related to the browser, so as mentioned on the ticket, it’s important to test using another browser, clear cache and cookies, and…

Hello @K. Yvonne Lucas, Thank you for reaching out to Atlassian Community! The project roadmaps are designed to show what is under “Issues in this Epic” that belongs to the same project. Linked issues and sub-tasks will not be visible on the roadmap. There are feature requests suggesting improvements for that: Support…

Thank you for the details, @Federico Scala. I was able to replicate this issue, here is what happens. I added a new customer with a test email to a project, the invitation was sent. Instead of clicking to finish signup, I went to the portal and clicked to create an account and received another notification to sign up and…

Hello @Wanda Ng, Welcome to Atlassian Community! Thank you for sharing the details and screenshots. The second one shows a ticket that was created via email. When creating a request via email, only the summary and description can be required, all other fields must be optional. With this said, when a ticket is created via…

Hello @Marilyn Wo, Thank you for reaching out to Atlassian Community! When inviting a customer to the portal, they will receive a notification with a link to finish the signup process. The link is unique and contains their ID and a token that expires in 28 days. This invitation link will only be sent to the customer on…

Hello @Jyoti Aneja, Thank you for reaching out to Atlassian Community! The Service Requests, Incidents, Problems, and Changes are the four main categories of an ITSM project and they can’t be deleted. The categories are only visible for admins and agents on the project, it won’t be visible for customers in the portal. The…

Hello @David Huang, Thank you for reaching out to Atlassian Community! When it comes to sharing tickets with other customers, it’s only possible to do that after the ticket is created. The field “Request participants” can’t be added to the create issue screen in the portal, so after the ticket is created, customers can…

Hello Lucas, Welcome to Atlassian Community! If you are using a team-managed project (next-gen) there is a known bug where currently, the advanced search won’t show sub-tasks when filtering by sprints: Unable to search for subtasks when filtered by sprint If that’s the case, please, click on “This affects my team” and also…

Hello @Rachel Dorthy, Welcome to Atlassian Community! In case you are using a company-managed project (classic), in order to edit the end date of a completed sprint, it’s necessary to reopen it first. Then, it will be possible to edit and then, you can complete the sprint again. For more information, please, check the…

Hello @Bacorn, Ryland, Thank you for reaching out to Atlassian Community! When creating an issue, the editor of the Create issue screen is the old one (Wiki Markup) and the editor of the tickets on the new issue view is Markdown, that’s why when formatting text when creating an issue may not work after it’s created. There…

Thank you for the details, @Suporte DIGIHUB. I tried to replicate the issue here, but it shows the option to add the full name and password. Are all the affected customers using Edge? Can you ask them to test using another browser? Are they using their email address on a mail client like Outlook or it’s via the web? Is it…

Hello @Ben Bruner, Welcome to Atlassian Community! The Affected Services field is visible only for internal licensed users, so actually, there are no issues to fix in this case. The ticket I shared is a suggestion to add a message when adding the field to the request form for the project admins to know that the field won’t…

Hi Noa, It's possible too, but only if Sprints are disabled. When Sprints are disabled, tickets will be removed from the last column after 14 days or when manually removed. Kind regards, Angélica

Hello Patrícia, Thank you for reaching out to Atlassian Community! On Jira Service Management, it’s possible to create Organizations, that are basically a group of customers. After adding customers to Organizations, when a new ticket is created, if the reporter shares the ticket with the Org, they will receive one…

Hello @balancell-matteo, Thank you for reaching out to Atlassian Community! Checking the logs of your site, it shows “Board does not have any columns” and “Failure on board load”. I can see that the error is showing on Project settings > Columns and statuses. Does it show any columns if you go to the Board itself (under…

Hello @Federico Scala, Thank you for reaching out to Atlassian Community! The customer invitations for the customer portal have a 28 days expiration, so if the customer doesn’t exist on the site, they shouldn’t receive the error message. Can you please share with us a screenshot of the error they receive? Do the affected…

Hello @[deleted], Thank you for reaching out to Community! In the customer portal, customers have few options on their profile and admins also can’t manage notifications for specific customers or organizations. There are two feature requests related to what you need: The Ability to choose specific customers to receive…

Hello @Sankara rao Kalagadandu, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and it’s actually related to Server (the question here was tagged as Cloud). With this said, to avoid any possible misunderstandings or miscommunication that may…

Hello @[deleted], Welcome to Atlassian Community! I understand that it might be confusing. I tested here on my local site and I was able to link a field configuration scheme to an issue type, but once the issue type is added to a project, it will follow be linked to the field configuration scheme of the project. Each issue…

Hello @Enoch Poston, Welcome to Atlassian Community! When this error appears, it’s important to check some details. Is it affecting all customers? If not, are the affected customers from a specific location? Is the browser in the latest version? Is it happening on incognito mode? Can you please check with them if it’s…

Hello Sarah, Thank you for reaching out to Atlassian Community! Testing adding this gadget on my test site, it loads normally. I tested on both Free and Standard Confluence. Searching for similar cases, I found one bug that might be related to your case and the workaround is to change the Width from 450 to auto. Jira…