Angélica Luz Atlassian Team

Hello Matthias, Welcome to Atlassian Community! When it comes to favicon, it’s possible only to change the one on Cog icon > System > Look and feel that applies to Jira and not specific to a product. If a user has access to only one product, then the favicon and the logo of the site and the favicon will be specific. User…

Hello Scott, Thank you for reaching out to Atlassian Community! When a customer is creating a ticket in the portal, the suggested articles will only appear when they are filling the summary. Currently, it’s not possible to show articles while they add a description or select a value for other custom fields. There is a…

Hello @Judith Burchardt, Thank you for reaching out to Atlassian Community! Checking the logs related to customer invite, I can see that it was sent three invites yesterday. On the logs, it shows only their ID, so I can't say if it was for the specific customer you mentioned. Please, confirm if they are accessing the…

Hello @Caio Cavalcanti, Welcome to Atlassian Community! There are some changes that it’s possible to do on a draft workflow. You can add a status and save it, but then you can’t remove the status if the workflow is active. I believe you are facing a similar issue from another thread that I answered last week and I added…

Hello @Allert-Jan Veldman, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support, but while they don’t answer, I would like to give you a suggestion about the issue. When an agent doesn’t receive notifications, the most common cause is that they are in the role of an agent and…

Hello Fernando, Welcome to Atlassian Community! When using Jira Service Management, agents receive system notifications, which currently it's not possible to edit. Only customer notifications have the option to customize, but for agents, as they receive another type of notification, there is no option to edit it. There is…

Thank you for providing the details, @Didier Debbaut. We were able to find the error logs and it's related to statuses that already exists, but on next-gen projects: 2021-02-03 21:30:48.924 ERROR com.atlassian.jira.workflow.OSWorkflowManager Cannot persist a workflow where the mapping of project configurations is…

Hello everyone, I created a bug ticket for our dev team to check: Knowledge base articles are showing in Times New Roman for users in Europe Most of our developers are based in Australia, so it will take a little while for them to see this, but I’ll keep an eye on it and update here. Please, click on “This affects my team”…

Thank you for all the updates and details. I escalated this internally and mentioned the details and the threads. My teammates that are based in Amsterdam were also able to replicate the issue. I’m in Brazil and I connected to a VPN in Europe but it still works fine for me. Once I have updates, I’ll post them here.

Thank you, @Alexandra Bobrow (Instech). I'm sorry that I didn't realize that you already said that. Are you and your team using VPN? Would you mind sharing with us the location of the VPN you are connected to? This is the other thread I mentioned and for them, it happens only when connected to a VPN in Europe, so it's…

Hello @Pranesh Deshpande, Thanks for reaching out to Community! There was indeed a bounce on your email address that was preventing the notifications to be delivered. 550: 550-Invalid recipient ...@... 550 (#5.1.1) I removed and it should work now. Please, take your time to test and if you face any issues, please let us…

Hi @Alexandra Bobrow (Instech) and @Michael Tanser, Thank you for sharing more details and tests. I tested here using admin and customer only account on Mac (Chrome and Firefox), Windows 10 (Chrome and Edge), and on my Android mobile (Chrome), but I wasn’t able to replicate this issue. There is another thread here in the…

Hello @robert.mrowinski, Welcome to Atlassian Community! I was able to check that the only Org admin has an incorrect email and that you already created a ticket with our Customer advocates reporting that. Since you are using Jira Service Management Standard, you can ask them to transfer your ticket to our support team, so…

Hello @zac, Welcome to Atlassian Community! When linking Bitbucket to Jira, the Code page in Software projects will show repositories that when there are commits, branches, or pull requests linked to the project. In case you want to test, please, open any ticket on the desired project and create a branch, for example.…

Hello @Singh Brothers, Welcome to Atlassian Community! Checking the details of your previous site, I can see that it was already deleted and due to that, it’s not possible to recover its data. For more details about how long a backup of your site is available, please check the documentation below: Track storage and move…

Hello @Ran Zonis, Welcome to Atlassian Community! The repositories will be visible on the Code page when there are commits, branches or pull requests linked to the project. In case you want to test, please, open any ticket on the desired project and create a branch, for example. After you create one and go back or refresh…

Hello @Mélodie Logan, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like more details about the field you are using, because in Jira it’s not possible to add multiple assignees to an issue. Multiple assignees in a single issue Assign ticket to group Are you using an add-on that has…

Hi Kale, Due to the bug, it will not be possible, but I found a workaround that might help. This workaround will only be possible if customers are not using the portal in Portuguese, otherwise, it will start affecting them instead of customers that use it in English. In Jira, it’s possible to add translations for statuses…

Thank you for the details and for testing, @Didier Debbaut. I tried to replicate the issue here by creating about 10 columns on Trello with different names and it imported correctly to Jira. I also tested on a brand new Jira Core free site and it worked. Can you please let us know the exact date and time that you last…

Hi Rolf, Is this new project a next-gen or classic? On next-gen the request types and issue types are different, so that could be a cause. If there is another classic project, can you use that endpoint on a test ticket?

Hello Marcin, Thank you for your question. The organization name it's just a way to identify the organization, it won't affect anything and won't change your URL. You can safely change its name that it won't affect users or any other configuration on your site. In order to change your site URL, you can follow the steps of…

Hello @[deleted], Thank you for reaching out to Atlassian Community! Testing on my local site, when a customer that already has an Atlassian account is invited to a project, the invitation link will redirect them to the customer portal to add a full name and a password. What may be happening, in this case, is that she is…

Hello Craig, Thank you for reaching out to Atlassian Community! When a customer is creating a ticket, it will show the articles while they type on the summary field. On the agent view, the articles show on the sidebar as you mentioned, so agents can view what is related to the issue and link it to the comment to share it…

Hello Alexandra, Thank you for reaching out to Atlassian Community! Testing on my local site, I checked the font family of the portal and from Confluence are basically the same: Portal (when viewing an article): font-family: -apple-system, BlinkMacSystemFont, ‘Segoe UI’, ‘Roboto’, ‘Oxygen’, ‘Ubuntu’, ‘Fira Sans’, ‘Droid…

Hello Alexandre, Welcome to Atlassian Community! For customers to be able to find other customers on the approvers or any other user picker field, it's necessary to give them permission for that. Please, go to Project settings > Customer permissions (Classic project) or Project settings > Channels > Customer permissions…

Hello Kale, Thank you for reaching out to Atlassian Community! Testing on my local site, I was able to replicate the same issue. What is happening, in this case, is that Adriel might be using their Jira in Portuguese and this is overriding the customers' default language. When changing our Atlassian account language, not…

Hello @Laura Minniear, Thank you for reaching out to Atlassian Community! Checking the details of your site, I can see that you have two site admin accounts, but only one of the accounts is an Org admin. Since the community is public, I will not post your entire email here, but I will add some details for you to identify…

Hi @Stig Marius Rånes-Opdal, Thank you for the details and for sharing the filter. I tested here on my local site and it will show only Epics without any child issues. Once I removed the "and issuetype = Epic", the child issues became visible on the Roadmap. Please, change the filter of your board and test again. If you…

Hello @Shira Tal, Thank you for reaching out to Atlassian Community! When using the Roadmap on next-gen or classic projects, currently, it's not possible to show the date range for child issues, it will only appear for Epics. There is a feature request suggesting the implementation of such ability: Date range for child…

Hello @Landgoed Halsaf, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about the email link that you are clicking. Is it a notification from a ticket or an invitation? Can you share a screenshot of the page that you are redirected to? Just make sure to hide…