Angélica Luz Atlassian Team

In this article, you will find the easiest way to make your internal users and customers to access a specific Confluence space and do not use any Confluence license. When a project is created and it's linked to a Confluence space, customers will see articles only in the customer portal, as the image below: It's also…

Sometimes on a daily basis, we need to view information about users/collaborators that are not visible on their Atlassian account profile, e.g., their phone number. Also, some users may set some details as private, as their location, for example. In this article, I’ll share with you how to use the User Properties on User…

If you don't want to use Issue security to restrict users to see tickets and also don't want all your users to see all tickets available in Jira, this article will help you achieve this. By simply adding a user picker custom field in the permission "Browse Project" you can choose the ticket and the user that you want to…

When using an Atlassian account that is not managed, it’s possible to change the email address, but we often receive the following notification on the email that we want to use: Sorry, we couldn't change your email Hi there, Your email change request could not be processed because username@domain.com is already associated…

If you have been working with Jira Service Management for a while, you may know that it’s not possible to prevent notifications to be sent to specific customers or organizations. When turning off notifications on a JSM project, will affect all customers and tickets. In this article, I will share with you a workaround where…

When a new company-managed project is created, by default, some issue types share the same screen scheme. Using different screens schemes for issue types is ideal with the following scenarios: * You want to use specific fields for Bugs, so when necessary you can add the fields to the screen without affecting the screen of…

When we search for documentation and articles related to the customer portal, we usually find information that helps agents and administrators to customize and use it, but there are no tutorials about how a Customer can use the Portal. Due to this question, I decided to create this guide for all customers that never used…

Approval is a great feature of Jira Service Management, but sometimes it's not necessary to show to our customers the list of all users in our instance or we just need to show them a list of managers, for example. Using the steps below you will be able to show customers just a short list of approvers on your Service…

When editing a workflow, we often see the message “You cannot perform this operation on a draft workflow” when trying to add a transition. Let’s say you edited the workflow and added a new status and selected the option “Allow all statuses to transition to this one” and published it. Then, on a ticket, you transition it to…

Howdy everyone! The purpose of this post is to share with you all the new documentation created by the AMER JSM Team in the last few months. In the past quarter, the AMER JSM team has been working hard on creating new and very detailed documentation and also updating existing ones for you all to have the best experience…

From September 2021, the ability to update/change the Cloud URL was implemented. Previously it was necessary to contact our support to change the URL, but now this feature is available on the Organization and you can do it yourself. If you are using Jira or Confluence on Standard, Premium, or Enterprise plans, you can…

Language support is a great feature so we can translate the customer portal, request types, and notifications on a Service project. Although it seems that the Request language field is set based on the language the customer selected on their profile in the portal, it actually doesn’t work like that. What is the Request…

Months ago, I was walking in a huge grocery store and I went to the toys aisle and found a jigsaw puzzle that was more than 50% off, and I thought "why not? It will be fun and it can be a beautiful frame as well". It took a while and finally me and my mom assembled a 500 pieces puzzle in one week and it was really good…

Intro and requirements The purpose of this workshop is to educate people from all levels of experience about how to work with Jira Software next-gen projects. Additionally, we’ll walk you through how to integrate Jira and Bitbucket from start to finish. From there we will guide you through how these two tools work together…

If you and your customer use Outlook to send emails to open tickets in Jira, perhaps you can face an issue where the ticket is opened, but the attachments turn into a file called Winmail.dat. This issue is related to malformed attachments from a Microsoft mail client, so this configuration must be done on the mail client.…