Angélica Luz Atlassian Team

Hello @eilon, Welcome to Atlassian Community! For customers to view the requests created or shared with them, it will be necessary to login to the customer portal. If they could see their ticket without adding the credentials, it means that also other people would see that as well, so for the privacy of the information…

Hi @B4B Soluções Estratégicas, It may have a bounce or a block on this specific address. If it’s happening only with this account it can be a block. Since community is public, it’s up to you if you want to post the affected email here. You can edit your own response and we have access to the history. So what can be done…

Hello Dan, Thank you for reaching out to Atlassian Community! Testing on my local site, I can see different behavior when assigning a ticket through the queue as well. When clicking on the “Unassigned” it shows my name, but no “Assign to me”. Then, If I select the ticket, as you mentioned, by clicking on the checkbox, I…

Hello @Rafiq Raj, Thank you for reaching out o Atlassian Community! Just for us to better understand and help you with this issue, we need more details about what is not working. I checked that a ticket was created with our customer advocates and a new one was created now by a colleague of yours, but it only mentions that…

Hello Neeraj, Thank you for reaching out to Atlassian Community! Testing on my local site, I wasn’t able to replicate the same issue when using an agent account. When adding a Tab to the view/edit screens, agents should also be able to view and add a value to the fields. Can you please go to Project settings > Screens and…

When using Service Management, it’s possible to allow people from outside of your organization to create tickets in the customer portal. Customize the look and feel of your help center and portal Jira Service Management Cloud - The complete guide for Customers The tickets created by customers will show on queues, but only…

Hi Lee, One of the last steps of the migration is the import of users and groups. It means that the site was already wiped. I can see that you created a ticket with our support and they are already helping you with this request. Through the ticket, they can access your site in order to help you with the migration.

Hi Erika, Some improvements were added, it’s possible to change the order of the columns and remove/add fields. It’s still not possible to add some custom fields, only system fields are available. Here is what you can do on the requests’ page: On the top, you can click on … > Manage columns and then drag and drop them to…

Is it working now for all new requests created by customers? Yes, they can create tickets via email with attachments, you need to add the field to the request type. Go to Project settings > Request types. On this page, find the one that has the label “Used by email channel”. Click on it and then select “Request form” on…

Hello Yee, Thank you for reaching out to Atlassian Community! Testing on my local site and also checking the documentation, I’m afraid to say that it’s not possible to customize the label. When printing the QR code, it’s possible only to change its size. How to print QR code for multiple objects If you have any other…

Hi @B4B Soluções Estratégicas, Are customers creating tickets using the email configured on Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen)? If it’s a classic project, can you confirm on the affected tickets if the request type is filled or empty? Are they able to view the…

Hello @Jade Ho-Lin, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about the Bug queue. Is it a queue on the Service Management project or would you like to move this type of request to a Jira Software project for the developers to work on it? If you need to…

Hello @Glenn, Thank you for reaching out to Atlassian Community! When it comes to items in Jira, it won’t depend on the number of agents, but on the plan you select. The Free plan has some limitations for permissions and notifications, for example. For more information about what each plan includes, please, check the…

Hello @[deleted], Welcome to Atlassian Community! When a customer replies to a notification and a new ticket is created instead of adding the comment to the ticket, it means that the customer who is replying doesn’t have permission to comment on the ticket. For example, a customer sends an email and creates the ticket…

Hello Lee, Thank you for reaching out to Atlassian Community! I can see that you are using a Free site where the number of available licenses is limited to three for Service Management and 10 for Software, so the error you are facing might be related to this. You can edit the entities.xml file to set users as inactive.…

Thank you for your response! I’m glad that it’s working as expected on Chrome and Safari on your end as well. Table of contents not working on Firefox is a known bug: Anchor tag in Knowledge base article table of contents doesn't work in firefox Please, click on “This affects my team” and also watch to receive future…

Hello Benjamin, In case you are using Jira Software (Classic project), it’s possible to create new pages from the Backlog. It will not be linked to a ticket, but you can link it after the page is created. Using this option, you can select the space. On Service Management projects, since the project is linked to a specific…

Hello @Christopher Venghaus, Welcome to Atlassian Community! I can see that your email is linked with a Free cloud site, that’s why it’s not possible to change the site name. Please, follow the steps from my previous answer in order to create a new site with the desired name. Kind regards, Angélica

Hello @Bhavna Puri, Welcome to Atlassian Community! When it comes to permissions and restrictions, it’s not possible to share pages with external/anonymous users in Free plan. All logged-in users (licensed users) will be able to view all pages. For more information, please check the documentation below: Manage permissions…

Hello Kate, Thank you for reaching out to Community! Allow me to step in to share with you another thing that may cause this issue. If you are, for example, a default user that runs an automation rule to alert users, and you are also mentioned, you won’t receive notifications because it would be considered the “You make…

Hello @rowena.stermer, Thank you for reaching out to Atlassian Community! Testing on my local site, I tried to replicate this behavior, but I wasn’t able to. I used two accounts to test that, and if account A edits the description and doesn’t save, the updates are not shown when accessing using account B, unless account A…

Hello @Ingus Mikuda, Thank you for reaching out to Atlassian Community! Testing on my local site and also checking similar cases, I found out that the issue that you are facing is related to a known bug on the new issue view, where the date format is not respected: New Issue View does not respect Jira's Advanced Settings…

Hello Simon, Thank you for reaching out to Atlassian Community! The Epic issue type and the other Epic fields (color, link, status, name) are not added by default to Jira Service Management screens. With this said, in order to link an Epic to an existing Service Management ticket, it’s necessary to add the field to the…

Hello @B4B Soluções Estratégicas, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that there are no users with hotmail.com email address, so I believe that when you say that users don’t receive notifications you mean customers, please, correct me if I’m wrong. I saw that you…

Hello @phodo, Welcome to Atlassian Community! Searching for similar cases related to this error, I didn’t find anything with this exact same message. I would like to know if you cleared your browser cache and cookies and also if you tested using another browser. Is this issue affecting other users on your site? If…

Olá Caio, Atualmente não é possível fazer com que o campo de comentário seja obrigatório no portal. Quando os clientes reabrirem o ticket, irá aparecer uma tela para eles colocarem um comentário, porém é opcional. Há uma requisição para que essa opção seja adicionada: Allow JSD to make comment required on transition in…

Hi Rajesh, Just to make sure that we are on the same page, I would like to confirm that customers are sending their requests to the email set on Project settings > Email requests or the one set on Cog icon > System > Incoming email. You mentioned that they are receiving other notifications, would you mind sharing with us…

Hello Francisco, Here through community, we can’t access your old and new site in order to perform such steps. I can see that you are a site admin of four sites and a user of three sites, so if you need to restore one of the sites that you are not a site admin, you need to ask for the site admin to add you to the…

Hello @mobiusinteractive, Thank you for reaching out to Atlassian Community! When using Jira Service Management, it’s possible to change the project email address where customers and users will receive notifications from this custom domain, which is the configuration you made. When customers reply to a notification, the…

Hello Lyle, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different…