Angélica Luz Atlassian Team

Hello @Adam Dobiáš, Thank you for reaching out to the Atlassian Community! Checking the details of your account (the one you are using here in the community), it doesn’t return any Cloud site associated with it. Further checking, I found a ticket that you created a while ago and you used another email address that is also…

Hello @jun lee, Thank you for reaching out to the Atlassian Community! Just for a better understanding, I would like to know if you are using Cloud or Server. I can see that the question was marked as Cloud and on Cloud, there are actions specific for Objects. Automate your objects in Insight If you are using Server, the…

Hello @Radley Neethling, Thank you for reaching out to the Atlassian Community! I saw that you created a ticket with our support and they were able to help you with this request. As they mentioned, to prevent this from happening, it’s important to add an account outside of the domain you claimed and this is also informed…

Hello @David Loper and @Linette George, After talking with the Identity and OpsGenie team, there are some details to share with you. First, since it is related to an invitation, I escalated it to the Identity team, but they said that this type of invitation is triggered by OG. So, I escalated it to the OG team and they…

Hi Colleen, On Jira Service Management there are two types of people: Internal users: This type of user is invited via Cog icon > User management and usually has a license so they can work on tickets internally. When adding people via Project settings > People, even selecting the Service Desk Customer role, they will be…

Hi @Sarah Hord, I’m glad I could help! Regarding the working days on the reports, it’s not possible to remove the weekends. This is because the reports are based on JQL and currently, it’s not supported to filter specific days via JQL. There are feature requests suggesting improvements for that: JQL queries that vary by…

Olá Ana, Obrigada por entrar em contato com o Atlassian Community! Atualmente no backlog e no quadro, pode ser carregado no máximo 5000 itens (incluindo sub-tasks). Quando esse limite é ultrapassado, aparecerá a mensagem que você mencionou. Allow Query Result to be able to view > 5000 issues Por favor, atualize o filtro…

Hello @Colleen Gotling, Welcome to the Atlassian Community! Just to make sure that we are on the same page, I would like to clarify some details. I have just 2 users currently that are signed into the portal, but the dropdowns don't show any names I understood that, when the users go to the portal, they are unable to…

Hello @Nguyen Nguyen, Thank you for reaching out to the Atlassian Community! Checking the details of your account, I can see that there is a Standalone version of OpsGenie, and testing here, I was able to confirm that the Analytics on the Standalone version has fewer options. For you to access the OpsGenie that was merged…

Hi @Mohamed Darmoul, Thanks for reaching out to the Community! It’s only possible to change the visibility of the comment by editing them one by one. A method to update existing tickets is via CSV, but it doesn’t include the visibility of comments. For now, we must wait for the suggestions to be implemented: Provide the…

Olá Julia, Quando tickets são criados via e-mail, a assinatura não é removida e por isso as tabelas, imagens e links podem ficar desconfigurados. Há sugestões de melhoria e também um bug relacionado a esse problema quando o e-mail esteja sendo enviado pelo outlook: Remove e-mail signatures from incoming mail Improve HTML…

Olá Julia, Quando as notificações mostram as tags, isso pode estar relacionado com o formato de saída do email estar em Texto e não HTML. Há algumas opções que alteram o formato no Jira e também direto na automação. Primeiramente, verifique a automação na ação de Enviar e-mail. Se você clicar em Mais opções, você pode…

Hi @Linette George, Thank you for sharing the details! I was waiting for the details from David for the next steps, and now with your comment, I went ahead and shared it with the Identity team. My second screenshot is from user provisioning, but just the first step of the configuration. I'm unable to test this feature due…

Hello @Ignas Selvestravičius, Thank you for reaching out to the Atlassian Community! The ability to add comments to objects is currently not available on Insight premium. The article you shared is from 2020 and the Insight details show there isn’t from the same version available on Service Management premium. There is a…

Hello @Jarvis Zazalack, Thank you for reaching out to the Atlassian Community! The SLA format was changed recently for a better view of when it would breach and the previous format can still be seen when hovering the mouse over the SLA. You can find the details on our blog below: Atlassian Cloud changes Nov 22 to Nov 29,…

Olá Amanda, Obrigada por entrar em contato com o Atlassian Community! Para que possa trocar o email de uma Atlassian account, é necessário utilizar um email que não seja uma Atlassian account. Verifiquei o seu email corporativo e já tem uma Atlassian ID vinculado a ele, então para que você possa fazer a troca do email é…

Hello @Jesper Halden, Thank you for reaching out to the Atlassian Community! When it comes to enforcing security policies, it’s only possible to do that with Atlassian access, and when the domain is verified. If the domain is verified and SAML is configured, users from that domain will always be redirected to the identity…

Hello @Carlos Thank you for reaching out to the Atlassian Community! Checking your email and the email address of your colleague on our tools, it shows that the emails were delivered. Also, there are no bounces or blocks on our side. Are you not receiving notifications at all or specific notifications? Can you confirm with…

Hello @Miguel Neto, Welcome to the Atlassian Community! On Jira Service Management, the reports are based on JQL and it’s not possible to remove weekends since it’s currently not supported to filter specific days using JQL. There are feature requests suggesting improvements for that: JQL queries that vary by day of the…

Hello @Will(y) De Vos, Thank you for reaching out to the Atlassian Community! When spaces and pages are visible when accessing Confluence without logging in, it means that Anonymous Access is enabled on the space. On Confluence, access the Onyx KB space and click on Space settings > Space permissions. Then on the bottom of…

Hello @Alannes Moura, Thank you for reaching out to the Atlassian Community! When it comes to ordering the Unassigned tickets on a board, it’s only possible to configure if it will show on the top or bottom on a company-managed project on the Board settings > Swimlanes. On team-managed projects, it will always be on the…

Hi @JayJuan Jones, It’s necessary to use the email address where you generated the API, in this case, your Atlassian account. Is this a command I can run in the command prompt? Yes, you can generate it on the token on the terminal or on the tool they mentioned in the article. Should the line above be going into the Headers…

Hi @Sagi Gueta, Welcome to the Atlassian Community! I saw that you created a ticket with our support related to this question and in your case, you want to change their domain and not just migrate the same domain and accounts from one Org to another. Since on the ticket there are more details about your environment, let's…

Hello @Bentsion Berg, Thanks for reaching out to the Community! I saw that you created a ticket with our support related to this issue and they are already helping you. If there is anything else we can do to help, please let us know. Kind regards, Angélica

Hi Jay, The second rule would be like the one below: When scheduled: Then: Send web request Web request URL: https://<yourdomain>.atlassian.net/rest/servicedeskapi/servicedesk/<Project Key>/customer?query={{customfield_00000}} To generate that API Token (the one that will be next to the Basic on the headers), you need to…

Hello @Heydi Menéndez, Thank you for reaching out to the Atlassian Community! On JSM, the ITSM categories are based on request types. With this said, if the request type is empty, it won’t be visible in the category. Please, check the other 12 incidents and select a request type. To prevent this from happening, when…

Hello @pasquale.scandurra, Thank you for reaching out to the Atlassian Community! When it comes to the login page, it will show the text based on Jira’s system language. So if the system language was set to Italian, all customers will view the login page in Italian, despite their browser’s language or preferred portal…

Hello @Jakob Kristoffersen, Welcome to the Atlassian Community! On team-managed projects, the Request types and Issue types are basically the same thing, they are already linked, differently from the company-managed projects. In this case, on the automation, instead of using the Edit request type action, you need to use…

Hi @JayJuan Jones, We are testing here what would be the best approach for this rule. For now, we were able to make this work using two different rules. The first rule will only create the customer account when the issue is created. The second one uses the Send web request to get the customer’s accountid and uses the…

Olá @Isabel Cardeal, Obrigada por entrar em contato com o Atlassian Community! No Jira, não há uma função de clonar ou copiar um projeto inteiro, mas é possível criar um projeto com configurações compartilhadas. Atualmente, essa opção está disponível somente para os projetos de tipo gerenciado pela empresa e também em…