Bhaargavi Natarajan Atlassian Team

Summary Sometimes, users with the role of Project Administrator or Service Desk Agent in a service project are not able to manage/add organizations or add customers to an existing Organization. The option is not available or the user receives an error when adding an organization. This causes confusion especially when the…

Hello everyone! The goal of this article is to help guide you in order to set issue priority when the issue is escalated. I have come across situations where when an issue with medium priority is escalated by selecting a status of Escalate, the Issue priority needs to be set as High. Similarly, for an issue with high…

Summary Sometimes it becomes necessary for management to get a view of how many tickets have been actively worked on, in a particular week. This information may be needed in order to send a report to stakeholders with details like a count of issue activity and including a count of both customer and (internal) employee…

Summary It is sometimes noticed that certain custom fields do not appear in the customer portal when the ticket is viewed. Such fields are visible in the internal agent view, however they are missing from the customer's view on the portal. Cause This happens because these custom fields do not have a value filled in. The…

Hi everyone! The purpose of this article is to list all the artifacts that need to be deleted when a project has been deleted from Jira Cloud. i.e., A clean-up of the cloud instance so that orphaned records are not present. Currently deleting a company-managed project will not delete any of the associated schemes,…

Sometimes, it is necessary to use the department or location the user belongs to in JQL filters. Natively this option is not available in Jira even if this value is present in the user's profile. The details like Department, job title, organization etc, that are shown on an Atlassian account's profile or that are synced…

Purpose: You want to hide all or some request types from the customer portal for company-managed projects. This article will show you how to achieve that. Solution: In the customer portal, there maybe some request types as indicated in the screenshot below, that need to be hidden from customers. To hide these request types…

Problem: Following the steps in the article for editing service project details, the project name has been changed, but the email sent to the approvers requesting approval still refers to the old project name. Why is this and how to ensure the approval required customer notifications refer to the new project name?…

This article explains how to use an automation rule to create a new issue in the following scenario: * Customers are responding to a closed ticket via email i.e., the user is using the same email thread of a closed ticket to send an email and not changing the body or subject. In this case, since the ticket was already…

The goal of this article is to provide some clarification into the behavior which is sometimes observed in the customer portal. Sometimes, users are wondering why the Customer portal does not show the request types or the portal groups or the Contact Us options when accessing the portal and instead some unexpected values…