Angélica Luz Atlassian Team

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  • Hello @Juldor Jessel Carreño Salcedo, Thank you for reaching out to the Atlassian Community! When it comes to SLAs, they will be visible on the ticket even if the SLA is paused or if the condition is already met. Currently, it’s not possible to hide it. There were feature requests suggesting this option, but it was already…
    in Ocultar un o mas SLA's || Hide a or more SLA's Comment by Angélica Luz February 2022
  • Hello @Anton Zabolockii, Thank you for reaching out to the Atlassian Community! On Jira Service Management, what triggers notifications for customers are the Request types and when using the Create button to create tickets on behalf of the customer, people usually select the Issue type instead of the Request type. With…
    in Emails do not reach the addressee through the Jira Service Manager domain. Comment by Angélica Luz February 2022
  • Hello @Heidi Smith, Welcome to Atlassian Community! When using a Service Management project, it's possible to add a custom email to receive requests, but not a distribution list or shared mailboxes. The email used on a service project must be specifically for that and no one should have access to its inbox (only an…
    in Setting up a Microsoft Distribution List without inbox Comment by Angélica Luz February 2022
  • Hello @Karsten Schulze, Welcome to the Atlassian Community! It’s possible to automatically add new customers based on a custom field and also to change the reporter to the newly created customer. The automation rule to modify the reporter must be separated from the first one that creates the customer and it’s due to the…
    in Auto-add customers to Jira Service Desk Comment by Angélica Luz February 2022
  • Hello @Craig Florence, Welcome to the Atlassian Community! Checking your domain on our tools, it returned 51 email addresses on the suppression list due to the following errors: 550: 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…
    in IT Support desk project inviting customers local domain not getting welcome email Comment by Angélica Luz February 2022
  • Hi @Stéphane Veraart, The customers' accounts are local, so when you verify a domain and claim the accounts, internal licensed users and users with an Atlassian account will be managed under the Organization where you claimed the domain. Customers, even being from the same domain, if they don’t have an Atlassian account,…
    in How to manage Customers in combination Atlassian Access Comment by Angélica Luz February 2022
  • Hi Matthew, By using automation, there is no option to copy a value from a custom field to map to affected services because there are no smart values for affected services, they must be selected from the list. If on your site there are few affected services, then it could be a simple if-else automation rule, but if there…
    in Add the affected services unknown field to a dynamic form Comment by Angélica Luz February 2022
  • Hello @Prakash Motiani, Thank you for reaching out to the Atlassian Community! Checking the details of your account, I can see that there are three Cloud sites and one of them is already called Itpathfinder, so it won’t be possible to rename the mitaja to Itpathfinder since it already exists. What you can do is migrate a…
    in Site Renaming and adding domain Comment by Angélica Luz February 2022
  • Olá Rony, Obrigada por entrar em contato com o Atlassian Community! Verificando o domínio nas nossas ferramentas, retornou quatro endereços de e-mail na lista de supressão devido ao seguinte erro: 550: 550 5.1.1 ...@... Recipient address rejected: ... in virtual mailbox table Removi os e-mails da lista e as notificações…
    in Jira and Bitbucket não envia emails Comment by Angélica Luz February 2022
  • Olá Jeferson, Obrigada por entrar em contato com o Atlassian Community! Apenas para entender melhor e te ajudar, gostaria de saber se você pode compartilhar a automação que está utilizando. Você pode colocar uma screenshot aqui, apenas edite a imagem antes e esconda qualquer informação que seja pessoal. As automações,…
    in Aguardando retorno Comment by Angélica Luz February 2022
  • Hello @AJJI, Thank you for reaching out to the Atlassian Community! The User Type attribute is currently not supported on external import. There is a feature request suggesting this improvement: Add support to User type attributes on External Import Please, click on Vote for this issue and also watch it to receive updates.…
    in User name not updating in the Insight attribute via Csv import Comment by Angélica Luz February 2022
  • Thank you for the details, @Bentsion Berg. I tested it on my local site and it should work normally. I added a licensed user to a Service project and test with this account being a Customer, Service desk team, and Administrator and adding as a participant on a ticket despite their role, the notification about being a…
    in Request participants do not get notifications when Reporter is an Agent Comment by Angélica Luz February 2022
  • Hi @Joseph Chung Yin, Yes, it's related to the new Forms that are now part of Jira. The bug I mentioned doesn't affect the former Proforma (add-on). Kind regards, Angélica
    in Forms in Jira Saving Error Comment by Angélica Luz February 2022
  • Hello @Stéphane Veraart, Thank you for reaching out to the Atlassian Community! When it comes to customer accounts, they can have or not have an Atlassian account and they are not counted towards the licenses. It’s only necessary to pay for users that are added to the default access group that gives access to the products.…
    in How to manage Customers in combination Atlassian Access Comment by Angélica Luz February 2022
  • Hello @Jason Thacker, Welcome to the Atlassian Community! Testing on my local site, I was able to replicate the issue. I deleted a board that had two active sprints and both were visible on the roadmap. After that, I created a new board with the exact same filter and selected the location to be the project from the deleted…
    in Project Board Deleted Sprints Do Not Show on Roadmap Comment by Angélica Luz February 2022
  • Hello @Bentsion Berg, Thank you for reaching out to the Atlassian Community! It would be important to confirm if this person that you are adding as a participant receives other notifications, for example, if they create a ticket, do they receive notifications? Is the participant a portal-only customer or an internal…
    in Request participants do not get notifications when Reporter is an Agent Comment by Angélica Luz February 2022
  • Hello @Kristen Bowen, Welcome to the Atlassian Community! The issue that you are facing when saving a form is related to the Email and/or URL field. In order to save the form, please, remove the Email/URL field and then add it again. This issue was reported as a bug and the fix is already in progress: Unable to save form…
    in Forms in Jira Saving Error Comment by Angélica Luz February 2022
  • Hello @Matthew Robinson, Welcome to the Atlassian Community! When it comes to Forms, currently, Affected Services is not a supported field. There is a feature request suggesting the implementation of this ability: Form Field: Support Affected Services field Please, click on Vote for this issue and also watch it to receive…
    in Add the affected services unknown field to a dynamic form Comment by Angélica Luz January 2022
  • Hello @cnc, Welcome to the Atlassian Community! As Pramodh M mentioned, the new UI is rendered only in Confluence. The view in the customer portal is different, so some Confluence macros are not supported or rendered as expected. There are some feature requests suggesting improvements for that and they are currently in…
    in Knowledge Base (Confluence) the articles/pages layout does not look right in the customer portal? Comment by Angélica Luz January 2022
  • Hello @Abhinash, Welcome to the Atlassian Community! I saw that you created a ticket with our support related to this question and the issue you were facing was related to an incident and it was already fixed. The issue was caused by a bug, so while it was being fixed, the issue you were facing happened: User-##### are…
    in As I am Jira admin. Groups in our admin portal not opening Comment by Angélica Luz January 2022
  • Hello @Ofosu-Orchard, Karen, Thank you for reaching out to the Atlassian Community! When it comes to the date range on the Roadmap, the bars will be shown based on the start and end date of the sprint in Scrum projects. This feature is still being worked on and it may change in the future. For more information, please…
    in How do I create specific sized bars for tasks on the roadmap Comment by Angélica Luz January 2022
  • Hello @Marcell Beres, Welcome to the Atlassian Community! On Insight Cloud, it’s currently not possible to save IQL filters. That said, based on your request, I raised a suggestion: Ability to save IQL filters Please, click on Vote for this issue and also Watch it to receive future updates from our product managers. Kind…
    in Insight saved filters Comment by Angélica Luz January 2022
  • Olá Flávio, Obrigada por entrar em contato com o Atlassian Community! Verificando o site no qual seu email está associado encontrei um domínio diferente de email, porém não com seu nome. Dessa forma, verifiquei o domínio kxxxxxd.com em nossas ferramentas e retornou alguns endereços na lista de supressão e eu removi o que…
    in Não recebo o e-mail de confirmação do Jira Comment by Angélica Luz January 2022
  • Hello @Christopher klayaani, Welcome to the Atlassian Community! The Widget works with a login-free portal and the customer only adds their email address when creating a ticket. After that, to view the ticket, they need to access the customer portal. Currently, there are no other options for that. There is a feature…
    in how can I show the support ticket histories of a certain user on my website?? Comment by Angélica Luz January 2022
  • Hello @Ross Worby, Welcome to the Atlassian Community! There are some elements on the customer portal that are hardcoded and can’t be edited and the “What can we help you with?” link is one of them. There are feature requests suggesting improvements for that: Let us change all text within the portal ("What can we help you…
    in Is it possible to change the "What can we help you with?" text that is shown on the form? Comment by Angélica Luz January 2022
  • Hi @Nguyen Nguyen, The Standard OpsGenie includes the On-Call Analytics report. It’s possible to unmerge them, but only our Customer Advocates can do that. Please, create a ticket on https://support.atlassian.com/contact/ > What can we help you with? > Billing, payments, and pricing > Select a topic > Other so they can…
    in Where is Opsgenie on-call analytics Comment by Angélica Luz January 2022
  • Fico feliz de ter ajudado, Amanda! Tenha um ótimo final de semana 😃
    in Troca de email Comment by Angélica Luz January 2022
  • Hi @Nguyen Nguyen, I would like to apologize for forgetting to mention that those reports are available when OpsGenie is merged with JSM premium. When JSM is on the Standard or Free version, only the API Usage Reports and Notification Reports are available. It also applies to the Standalone Essentials plan (which was the…
    in Where is Opsgenie on-call analytics Comment by Angélica Luz January 2022
  • Hello @Jaime Gonzalez, Thank you for reaching out to the Atlassian Community! When it comes to Affected Services, it will appear across all Service Management projects where the feature is enabled and currently, it’s not possible to restrict it per project. There are feature requests suggesting improvements for that:…
    in Filter Affected Services field results per JSM project Comment by Angélica Luz January 2022
  • Olá Amanda, O email novo, você diz o gmail temporário? Caso sim, esse você não precisa logar no id.atlassian.com com ele, pois ai será criado uma Atlassian ID e então vai ter que ser criado um email novo e iniciar novamente. Nesse processo tem os 3 emails envolvidos: * Email pessoal * Email corporativo * Email temporário…
    in Troca de email Comment by Angélica Luz January 2022
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