Angélica Luz Atlassian Team

Hello Alan, Welcome to Atlassian Community! When it comes to sub-tasks, this issue type is currently not available to use on a request type. With this said, it will not be possible to make it visible in the customer portal. Sub-tasks, the same as linked issues are features to be used internally only. There is a feature…

Hello @lakshay arora, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about your environment. Are you using a Classic or a Next-gen project? If it's Classic, are you using the old or the new issue view? Reading the details, I believe that it might be related…

Hello Ivan, Welcome to Atlassian Community! Thank you for sharing the details, screenshot, and video. The issue that you are facing was reported as a bug. For more details, please check the link below: * Scrollbar not available in the attach screenshot Modal dialog in Jira Please, click on "This affects my team" and also…

Hello Roger, Welcome to Atlassian Community! It's possible to migrate a single project from Server to Cloud using our migration tool. You can find the details on the feature request below: * Provide support for "Single Project" migration from Jira Server to Cloud * Use the Jira Cloud Migration Assistant to migrate from…

Hello @pradeep.patil, Welcome to Atlassian Community! Thank you for sharing the screenshot. I can see that the "My work" menu is related to the add-on Clockwork. Can you please check with your administrator if the add-on is updated? Is this issue affecting other users? It's also important to check what browser you are…

Hello @ECOS DJMC, Welcome to Atlassian Community! I added your questions and my answers below: – customer emails a complaint about our product regulation requires us to give an initial response by 5 working days and start investigating the complaint. You can create a specific request type for that, so customers can easily…

Hello @maryjessicafelipe, Welcome to Atlassian Community! When linking a Confluence space to a Service Management project, the articles will be available for customers that have access to the project to find articles in the customer portal, and also it will show some articles based on the keywords they use when typing on…

Thank you for the details, Terry. I understand that it would be a good solution to add a group and automatically everyone on that group would have permission to comment on the ticket, but the request participants don't work like that, it's necessary to add each customer that needs to add a comment or view the ticket. The…

Thank you for sharing it, Michal. I reached out to our Customer Advocates and they reactivated Confluence. I already confirmed on our side and it shows as active. Please, go to michalvrany.atlassian.net/wiki and check if everything is working as expected. Also, just to let you know that if there is no activity in 120 days,…

Hello @[deleted], Welcome to Atlassian Community! Thank you for sharing the error message. Checking the details of your site, I can see that your account is active and you were added to the default groups, so you should have permission to access Confluence. May I know what browser are you using? Have you tested using…

Hello Kel, Thank you for reaching out to Atlassian Community! When a ticket is closed/resolved on a Jira Service Management project, it will send a survey to the reporter. Currently, it's not possible to customize that. If a ticket is resolved and the request type is filled, it will generate the survey notification. There…

Hello @Bas, Welcome to Atlassian Community! The only report on a next-gen project that has the option to filter based on a date it's the Cumulative flow diagram. On my local site, I tested the report on a next-gen project where the older issue is from November 2018, but it's also possible to select another date and it…

Hello Naomi, Thank you for reaching out to Atlassian Community! Testing on my local site using the same tool, I wasn't able to replicate the issue, but maybe this is related to a bug where it only happens if an attachment is added with a formatted text. Please, check the bug ticket below and let us know if it's the same…

Hello Alex, Thank you for reaching out to Atlassian Community! There is no limitation on Cloud free when it comes to receiving requests via email. May I know if you followed the steps of the documentation below? * Create issues and comments from email Receive emails from new users To allow Jira to handle email messages…

Hello @Risto, Welcome to Atlassian Community! When it comes to Epic Link, currently it will show Epics from all projects, it's not possible to limit the results for the field. There are feature requests suggesting improvements for that: * The "Epic Link" field list Epics from all the projects instead of the current one *…

Hello Alex, Welcome to Atlassian Community! The Automation (former Automation for Jira) has a limitation when it comes to Request type as you mentioned. In this case, while this functionality is not implemented, the workaround would be using the Legacy Automation, where there is an action to update the request type. I…

Hello @NgorxZ#789, Welcome to Atlassian Community! Checking the details of your site, I was able to check that there was only one error related to the import in the last 30 days. Also, I can see that users were able to log in normally after that, but I would like to ask you to check if they are indeed able to access Jira.…

Hello @Dominique Liard, Welcome to Atlassian Community! Next-gen projects are independent of Classic and other Next-gen projects. With this said, Issue types, Custom fields and, Workflows created on a next-gen will be specific for that project and it's not possible to clone or share it between other projects. There are…

Hello @Nishant Raj, Welcome to Atlassian Community! When it comes to Next-gen projects, currently, it's not possible to customize the fields that appear on the backlog or the board. There is a feature request suggesting the implementation of such ability: * Ability to customise the fields shown on cards in next-gen…

Hello Amy, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, it would be great if you could share with us a screenshot of the error message. You can also share the JQL with us, so we can test on our local site. For more details about Card Color, please check our documentation: *…

Hello @Sharul TGM, Welcome to Atlassian Community! Checking your domain on our side, I can confirm that there are no blocks, but I'm not sure if the user that is not receiving notifications has an email with the same domain. Is the user a customer or an internal agent? If it's a customer, are they reporter or participant…

Hello @Jonathan Towles, Welcome 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 in two different platforms,…

Hello @kvdmolen, Welcome to Atlassian Community! I saw that you created a ticket with our support and they were able to resolve the issue by refreshing the license details on Atlassian's side. I'm sharing here in case other community members face the same issue. If there is anything else we can do to help, please let us…

I'm glad that it's working! Thank you for sharing. Regarding adding customers to Jira Software, this is not possible. Jira Software is for internal teams and they need to be licensed in order to create, view, or add comment on issues. There is a feature suggesting to add a customer portal for Software and Business…

Hello Bob, Thank you for reaching out to Atlassian Community! When it comes to customer access, their accounts are local on a Cloud site and also they use a different URL to login to the customer portal. With this said, it's not possible to configure MFA for them. It would be possible if their accounts were migrated to…

Hello Jan, Welcome to Atlassian Community! It's possible to have two accounts on the same site. The portal only account is stored locally on the site while the user account which is an Atlassian account can be used on any Atlassian Cloud product. With this said, if OpsGenie and Service Desk are under the same domain, it's…

Hello Jasper, Welcome to Atlassian Community! When using Jira Service Desk mail handler, it's possible to see the logs for incoming email. It's not possible to get the header of the email since the inbox is not accessible (when using the default email address generated by Jira). To find the date the email was received and…

Hello Terry, Welcome to Atlassian Community! What is happening on your site is expected, because the reporter added a group as a participant and not the person. So, if they add, for example, group@domain.com as a participant, the reply will only add a comment to the existing ticket if the FROM is from group@domain.com. I…

Hello Ken, Welcome to Atlassian Community! When a Confluence space is linked to a Service Desk project, articles will appear based on what customers add to the Summary of the ticket. It's not possible to show specific articles for each request type. There is a feature suggesting the implementation of such ability: * Add…

Hello Nick, Thank you for reaching out to Atlassian Community and thank you for sharing the details. Jira Service Desk is currently configured to drop/reject any messages it detects that is an Auto-Reply, Marked as Spam, a Delivery Status Notification, or an email that originated from JIRA (ex: JIRA notification); the…