Angélica Luz Atlassian Team

Hello Jan, Welcome to Atlassian Community! Reading the details you provided, I understood that you would like to show specific values for a field depending on the customer, please correct me if I'm wrong. If that's the case, currently, there is no option to use dynamic fields in Service Desk. There is a feature suggesting…

Hello @Gui Ávila, Thank you for reaching out to Atlassian Community! When a Confluence space is linked to a Service Desk project, the articles will be available for customers to search in the portal. The category is the best option to organize the articles and also it's easier for customers to find what they need, but if…

Hello MF (admin@itl), Welcome to Atlassian Community! When using two different organizations, it's possible to move products from one organization to another, but not the domain. * Transfer products to another organization Removing a domain from an organization won't remove the users from the site, they will still have…

Thank you for the details, Judith. I was able to find a bounce related to Karely's email address. 554: 554 5.7.1 ...@... Recipient address rejected: NO-DOMAIN. I removed this bounce and now the notifications should work. Please, ask Karely to click on "Forgot your password?" again to check if the email will be delivered.

Hello Kelly, Welcome to Atlassian Community! There was a bug related to exporting the roadmap a while ago and it was resolved. I tested here and wasn't able to replicate the same issue. Can you please let us know if it shows any error while exporting the roadmap? Is it affecting other users? Please, try exporting using…

Hello Dana, Welcome to Atlassian Community! Checking the details of your site, I can see that you are the only org administrator for the org MXXXM XDX XHX. I saw that there is another site administrator on your site and they are the org admin of another organization, that's why you can't remove them because you are the…

Hello Rick, Thank you for reaching out to Atlassian Community! When it comes to customization, the widget currently doesn't have many options. It's possible to add a custom text for the button, but it's not possible to change the size. There is a feature request suggesting some improvements: * Widget icon customisation…

Hello Judith, Welcome to Atlassian Community! When it comes to customer accounts, site administrators can create an account for them, so they can access the portal, and then they can change to another password they prefer. They can change this information on Cog icon > User management > Jira Service Desk. In this case,…

Hello Robert, Thank you for reaching out to Atlassian Community! It's possible to edit the template for notifications and add a custom message that will appear on notifications. The only one that will not be affected is the "Customer invited" one. Go to Project settings > Customer notifications (Classic project) or Service…

Hello Jacob, Welcome to Atlassian Community! When it comes to Customer notifications, images, and other types of files will show as an inline preview, but when the customer clicks to expand the image or to open a file, they will be redirected to the customer portal to login. Currently, that's the only way for customers to…

Hello everyone, Hope you are all doing well! Jumping on this question to post an update about account deletion, since many things changed since the question was posted and answered. Long story short, to delete an Atlassian account, you can go to id.atlassian.com > Click on your profile picture > Account settings > Account…

Thank you, Eugene. The email address and the domain don't have any blocks on our side. I just checked that you created a ticket with our support and the customer was not receiving the notifications because they were not added as a customer in Service Desk. For customers to receive notifications they must have access to the…

Thank you for the details, Pedro. The automation will work for future tickets. You can uncheck the option "Only include issues that have changed since the last time this rule executed", so the automation will run for existing tickets. This option appears on Branch rule / related issues on the first automation rule.…

Hello @Taha Sif Eddin, Welcome to Atlassian Community! When users have permission to access Service Desk and they are added as agents to a project, they will have permission to see all tickets. There are two workarounds to prevent agents to see some tickets. 1 - Issue Security: managers would be able to change the security…

Hello @Eugene Ivaniuk, Welcome to Atlassian Community! I found some bounces on a specific domain on your site and removed it. I'm not sure if it was the affected domain, but I removed the bounces anyway. 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…

Thank you for the details, Kateřina. I saw that you created a ticket with our support they schedule a meeting for Monday. Since you already made all the tests and changed the necessary settings, but the project is still visible for customers without permission, let's wait for the meeting on Monday, so they can access your…

Hello Callum, Thank you for your question. The issue that you are facing is related to a bug on the new issue view. * New Issue View does not respect Jira's Advanced Settings Date Format * New issue view: custom date/time format setting not respected in the new view Please, click on "This affects my team" and also watch to…

Hello @Michaela Marcham, Welcome to Atlassian Community! The issue that you and your team were facing is related to an outage that happened on October 6. It was already resolved. For more details, please check the link below: * Jira Outage If you are still facing issues, please let us know. Regards, Angélica

Hello @Maksym, Welcome to Atlassian Community! I can see that your account (the one used here in community) is not associated with any Jira site. I'm not sure if your question is related to this account or not. Are you able to log in normally using a computer? As per I could understand, this is happening both on Jira…

Hello @Mia Matulić, Welcome to Atlassian Community! I was able to check that there are some tickets linked to your email address (the same that you are using here in community). To make sure that you are being redirected with the correct account to access your ticket, can you please open your email and access the ticket…

Thank you for the information @Aleš Jiránek. Testing here using an email that didn't have an Apple ID, I created a new account and I was able to confirm that, to use it to log in to your Atlassian account, you must use the option to share the email. First, I used the option to hide the email and it was showing that the…

Hello @Matúš Seidl, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.…

Hello @Christian Zandersen, Welcome to Atlassian Community! Checking the details of the site, I was able to confirm that you are not member of the group jira-servicedesk-users. With that said, you will not be considered as an agent, that's why you can't add public comments, for example. Please, talk to your site…

Hello @Mattias Persson, Welcome to Atlassian Community! Both mine and Andrew's answers are still valid because the feature request was still not implemented. Regards, Angélica

Hello Rachel, Welcome to Atlassian Community! Testing on my local site, I wasn't able to replicate the same issue on chrome, but I found out that this issue is related to a bug that was resolved yesterday. * Accessing an issue from a filter makes scroll bar not working on the Old Issue View If you are still facing this…

Hello Fabiana, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know if you can share a screenshot of how the comment looks like. I'm asking because I would like to understand what do you mean by "geographic name". What browser are you using? Have you tested using another one or…

Hello @katerina_zelenkova, Thank you for your question. Adding someone to the project means to manually add them on Customers > Add customers. When the project is closed, only customers listed on the customers' page and users/customers listed on Project settings > People will have access to the project. After selecting…

Hello @Service Support, Thank you for the details. The other solution for this case is to add a custom mail handler with a domain that doesn't have this validation. You can find the details to add a custom email to your project on the documentation below: * Add a custom email account There is a thread here in community…

Hello @GD_Google_Developer, Welcome to Atlassian Community! Allow me to step in to check if you found the answers to your questions. Since you marked Dave's answer as accepted, it would be great if you could share with us what was the solution, so it would help other community members that have the same questions. I see…

Hello @Jason Thompson, Welcome to Atlassian Community! The steps I mentioned are related to Service Desk Cloud and on Server it's a little different. Jira Service Desk doesn't have the exact same options as Cloud, but it's possible to allow the customers to create their own accounts. Please, go to Cog icon > Administration…