youngmon/atlassian-qna huggingface dataset:
customer account set-up
Asked by Jane Clark:

one of our engineers at ClassOne Technology wants to place an order with Atlassian. To record the order in our ERP system, we need to set-up an Atlassian account. Therefore, our AP team needs Atlassian's customer data:

street address, phone number, order email address, accounting email address, W9 form, etc.

How can I get this information?

Thanks.


Answers:
author: Daniel Eads
body: Hi [@Jane Clark](/t5/user/viewprofilepage/user-id/4568641) , welcome to the Community!

This site is public (anyone can view the information), so I've removed your business information from the question.

All the information you've requested, save for a phone number, is listed on our [How to Pay document](https://www.atlassian.com/licensing/purchase-licensing/howtopay) . I'll suffice that link instead of copying the information here, as things like the W-9 forms change from time to time. Hope that helps!

Cheers,  
Daniel \| Atlassian Support


Tags: account

atl-ca
How to combine two Altassian account
Asked by ccwilliam:

Hi there,

Our company had two Business Unit(BU) with different Altassian account.

After short, there is no separate BU but only one. So we expect to combine all these two account service, including Jira, Confluence, Bitbucket, in to one account.

As we know, we can transfer repository two another account, so Bitbucket might not be problem.

But we don't know how to transfer either Jira or Confluence Space.

Thanks for any suggestion.


Answers:
author: Ang?lica Luz
body: Hello [@ccwilliam](/t5/user/viewprofilepage/user-id/3177323),

Thank you for reaching out to Atlassian Community!

Just to make sure we are on the same page and that I share with you the correct steps, I would like to clarify if you want to merge two Atlassian accounts or if you need to transfer Jira projects and Confluence spaces from one Cloud site to another.

Regarding Atlassian accounts, it's not possible to merge them. There is a feature request suggesting the implementation of this ability:

* [Ability to merge Atlassian accounts to a single account with secondary emails](https://jira.atlassian.com/browse/ID-240)
* [What is an Atlassian account?](https://support.atlassian.com/atlassian-account/docs/what-is-an-atlassian-account/)

Regarding Cloud sites, you can export a backup from one site and import on another one, but it won't merge the sites, it will wipe the entire destination site.

* [Import and export your data to and from Jira Cloud](https://support.atlassian.com/jira-cloud-administration/docs/import-and-export-your-data-to-and-from-jira-cloud/)
* [Migrate projects from one Jira Cloud site to another](https://confluence.atlassian.com/jirakb/migrate-projects-from-one-jira-cloud-site-to-another-779160766.html)
* [Merge multiple Jira Cloud sites](https://confluence.atlassian.com/jirakb/merge-multiple-jira-cloud-sites-779160767.html)

Please, let us know more details about what you need so we can share the correct steps with you.

Kind regards,  
Ang?lica

comments: author: ccwilliam
body: Thanks for the reply.

The second option, transfer from one to another, is good enough to us.

I will follow the suggestion and execute the transfer.

Thanks.


author: Ang?lica Luz
body: Hello [@Hope Farmer](/t5/user/viewprofilepage/user-id/4692135),

Welcome to the Atlassian Community!

The last update regarding this feature was in June 2021. You can check it on the description of the ticket below:

* [Ability to merge Atlassian accounts to a single account with secondary emails](https://jira.atlassian.com/browse/ID-240)

Please, click on "Vote for this issue" and also watch it to receive updates from our product managers.

Kind regards,  
Ang?lica


author: Hope Farmer
body: When will the merge feature be available? This is causing me a lot of problems.

comments: author: Mo Hussain
body: same. has this been completed?


Tags: account
Email verification not received
Asked by Brandon Carbaugh:

Hi there.

I'm trying to change the email address associated with my Atlassian account, but I'm not receiving the verification email no matter how many times I click resend (and I've already checked spam).

I believe I'm having the same issue as this thread:

<https://community.atlassian.com/t5/Bitbucket-questions/I-m-not-receiving-verification-emails-from-Atlassian/qaq-p/1002189>

Any help would be appreciated.


Answers:
author: Ang?lica Luz
body: Hello [@Brandon Carbaugh](/t5/user/viewprofilepage/user-id/4558474),

Welcome to the Atlassian Community!

Checking the details of your account, I can see that you are using Gmail and there are no blocks or bounces on this email address.

Then, I made a bulk search using the domain of the other accounts that exist on the site, but it didn't return an email address that contains your last name.

With this said, since the community is public, is up to you to share the affected email address here for us to check it (you can add your email address to the reply and then edit and remove, since we have access to the edit history, we will be able to see it).

You can also ask your site administrator to create a ticket with our support team (support.atlassian.com/contact) and add you as a participant, so only us from Atlassian, you, and your admin will have access to this information.

Kind regards,  
Ang?lica

comments: author: Brandon Carbaugh
body: \[Message removed\]

This problem has been resolved. I woke up to find multiple verification emails in my inbox, from yesterday. Still not sure what the problem was, but it seems to have resolved itself.


author: Ang?lica Luz
body: Thanks for sharing, [@Brandon Carbaugh](/t5/user/viewprofilepage/user-id/4558474).

I checked your email here and there were no blocks, the notifications were delayed.

```
451 4.7.500 Server busy. Please try again later from [a.b.c.d]. (S77719) [SL2KOR01FT012.eop-kor01.prod.protection.outlook.com]
```

![Screen Shot 2021-09-16 at 12.11.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/160600iE443FC7FE440CEFD/image-size/large?v=v2&px=999 "Screen Shot 2021-09-16 at 12.11.14.png")

I'm glad that it was resolved.

If there is anything else we can help you with, please let us know.


author: Sarah Wilbur
body: Is there any chance you could help with the problem we're having with the same thing?   

<https://community.atlassian.com/t5/Jira-Software-questions/Atlassian-account-verification-email-not-received/qaq-p/1943972>


author: Alex Koxaras _Relational_
body: [@Ang?lica Luz](/t5/user/viewprofilepage/user-id/986290) hi!

Do you think that you can help [@Brandon Carbaugh](/t5/user/viewprofilepage/user-id/4558474) with his problem?


Tags: account

atl-rvw

cloud

confluence

confluence-cloud
Change user account email
Asked by Urmo Luts:

Hi

Tomorrow will be my last day in one company and i like to move my profile with Atlassian University etc things to new account. Is it possible to to this? I lost my last account with company change and now i like to not lose.

Is it possible some how because right now it does not allow to change email address:

Your email change request could not be processed because xxxx@xxxx.xx is already associated with another Atlassian account.

I tryd with another new created account and still same problem.


Answers:
author: Nic Brough -Adaptavist-
body: This might be a merge rather than a change, but let's look at the process of changing the company account to a new email:

On the "new" Atlassian account, the xxxx@xxxx.xx do you have anything you need to keep? Or did you set it up purely with the intention of moving the old company account over to it?

If you do not have anything there, then the easiest thing to do would be delete it, then you'll be able to change the email address on the old one.

However, the delete can take a while before it fully disassociates the email address, so this is something you'd need to allow a couple of days to do.

It would be easier and safer to

* Set up a new email for yourself (or even an alias if you've got gmail - you can do stuff like nic@gmail.com and nic+alias@gmail.com - mails to either of them both land in the inbox of nic@gmail.com)
* Swap the xxxx@xxxx.xx account to use the new email address
* Give it a few minutes to get the updates made (Last time I did this, it was an hour before I started getting email on the new address from the account I changed, but most of that wait could have been down to me going to lunch 5 minutes after making the change)
* Now you should be able to change your company address to xxxx@xxxx.xx


Tags: account
Managed accounts with "no product access" - how do I know where they are from?
Asked by Jonas Gucu:

Hello,

<br />

(didn't find a correct topic for this)

We recently verified our domain and now I'm checking out the managed accounts that appeared after verifying.

Some of them have no access to any products, so I'm wondering where these accounts are from?

Thank you.


Answers:
author: Kieren
body: Hi Jonas,

These are the most likely scenarios:

1. These accounts have been created for users to access the Atlassian Community (like you're doing right now)
2. They're old accounts and the users have since left your company (but the user account was never deleted). The product that these accounts used to have access to, either no longer exist, or the user was removed from that product.
3. The accounts are used to access Trello.

I hope that helps!

-Kieren

comments: author: Jonas Gucu
body: Explain 3., please, because there are some accounts that only used Trello and you can see it in the Products column.

Are you saying that even though an account has never accessed Trello, but uses it, it shows up as "No product access" in the Products column? (that probably doesn't make sense)


Tags: administration
Not getting confirmation emails but not allowed to get support to clear it
Asked by Gabe Black:

So an email account hadn't finished getting created when the email verification was attempted to be sent.

Now any future attempts don't work. It has been several weeks and we had hoped the system would have "cleared" the bad account result out, but it hasn't.

The help on this section says to request support, but our (free) account doesn't allow to request support.

Any other way to clear out the bad account?


Answers:
author: Daniel Eads
body: Hi [@Gabe Black](/t5/user/viewprofilepage/user-id/4536315) , welcome to the Community!

I found one user's email address on your domain on our email suppression list, due to a 550 error returned by your organization's mail server on July 30. The entry has been cleared out of the list now and further attempts to send invitations to that user should be delivered, assuming your mail server is now ready to receive messages for that user.

We do monitor Community for mentions of this issue, so asking like you did is the best way to get it resolved for Free sites.

Cheers,  
Daniel \| Atlassian Support

comments: author: Gabe Black
body: Thank you!!!


Tags: account
Not Receiving Verification Email
Asked by Jeffrey Boyes:

I'm attempting to change my email address, and never get a verification email.

My provider says they see no incoming email from Atlassian.

How can I ensure Atlassian email are not being blacklisted?


Answers:
author: Daniel Eads
body: Hi Jeff, welcome to the Community!

Your new address returned a "recipient not found" error on July 17. I've cleared that error our of our mail service. Kudos for having your provider check for blocked IP addresses! Assuming there are no other issues that might cause an email to bounce from your organization's mail server, the next verification email should be delivered.

Cheers,  
Daniel \| Atlassian Support

comments: author: Jeffrey Boyes
body: Thanks. I'll let you know soon!

EDIT: Seems I've reached a daily limit on clicking that button. [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694)


author: Daniel Eads
body: Doh! Unfortunately I'm not able to reset the limit there. Let me know how things go tomorrow after it cools down! I'm fairly confident about the delivery (once it can be sent!) since you've allow-listed the IP ranges we use already.


author: Jeffrey Boyes
body: [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) Can you tell me when I can try again? I just tried (first time today) and it said i'd have to try again in 24 hours...but I assume that's 24 hours from the third time I tried, which was yesterday.

Secondarily, can you suggest to the powers-that-be that a 24 hour block is terrible for smaller, one- and two-admin accounts? I'd be OK with two hours.


author: Daniel Eads
body: Feedback noted! I'm seeing two separate accounts on your site now with different domains. Just wanted to double-check that you're all set! My assumption is that you just created a new user, rather than changing the original account's address at <https://id.atlassian.com/manage-profile/email> - if that's not the case or you're still seeing some issues, let me know!


author: Jeff Boyes
body: All good now. This thread can be closed. Thanks!


author: Jeff Boyes
body: deleted


author: Telugu ET Media
body: [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) I've tried to set up a new account for BitBucket and apparently have had the verification email sent, the email address is correct however I'm not receiving any verification emails?

I've tried re-sending the email a number of times and haven't received any of them.


author: G subramanyam
body: Welcome to the Atlassian community [@Jeff Boyes](/t5/user/viewprofilepage/user-id/4016844)

Please be informed, their might be a bounce if your email address and a block on the server that prevents emails from being sent to your address.

Angelica Luz from Atlassian team can check and assist you.

comments: author: Jeffrey Boyes
body: I obtained a list of the Atlassian email server IPs from another post here.

My provider did indeed find some blocked, and has released them.

I clicked "resend the verification email" and the tech there stated that no incoming email was seen.


Tags: account
Billing Contact
Asked by zigojacko:

I have just noticed the ability to add a different contact for billing in my Atlassian account but when adding the email address of our accounts department, it wants to sign them up as a user and send them login credentials (which isn't needed).

How can we just send billing related emails and notifications to a different contact without them having to exist as a user consuming a user seat on our plan?


Answers:
author: Hana Ku?erov?
body: Hi [@zigojacko](/t5/user/viewprofilepage/user-id/4502098)

welcome to the Atlassian Community!

If you navigate to the Billing section for your cloud site -\> Billing details, there's input field called: Send copies of invoices to

Here you can add one email address, where the copies of invoices will be send.

comments: author: zigojacko
body: Perfect, thank you.


author: Renee Narvaez
body: I cannot locate the billing section on my site where they say it will be and I have a $1,200 dollar charge I need to get an invoice for. I've used trello for my team for years and now I can't manage anything easily on the backend, nor reach a person. Any help anyone could offer is appreciated.


author: St?phane Veraart
body: How does this work the other way around? I now have a (client) contact as a "Send copies of invoices to" contact, but I can't remove it in either the admin.---- or MAC (My Atlassian) details.

<br />

Anyone who has experienced this and knows how to solve this?


author: Tekau Ashby
body: Im getting charged, however i have multiple accounts and gone into each one i know of and cant find the charges


author: Tekau Ashby
body: I have a email i need to send asking for location of account


Tags: account

billing
Log in as user does not work on user profile
Asked by Andrius Valatavi?ius:

As an Administrator I want to Log in as another user from User Management panel and change their full name or other details in their profile. It seems that when I click on user profile I am seeing my own account profile again. Please help.


Answers:
author: Kieren
body: Unfortunately, the impersonate user feature is limited to impersonating the user within a product, not within their profile (which is a global entity, across all products that user has access to).

If the user is managed/their email domain is claimed, then an Org admin can change their email address.

Otherwise, you'll need to ask the user to change their name/email. You can use the "suggest change" button on their user detail page.


Tags: account

administration
Can I use my username as my full name?
Asked by AssassinSe???i??:

I want to use my username as also the username for my Atlassian account, is that allowed?


Answers:
author: Vero Rivas
body: Hi [@AssassinSe???i??](/t5/user/viewprofilepage/user-id/4515496)

Look at this post, maybe can help you

<https://help.trello.com/article/728-changing-your-username>

Cheers


Tags: account

name

trello

user
Is possible open screen as "modal" in some transition ?
Asked by Zogbi:

Hello,

Is possible to open a screen using like a modal to user fill some fields between a transition ?

Is possible use JMWE in this case ?


Answers:
author: Rohith Prasad
body: Hey Zogbi,

Welcome to the Atlassian Community.

You can add screens during the transition by editing the workflow. Once inside the workflow, click on the transition you want to add screen to, click on Edit, Select screen and add the one you want from the drop down:![Screenshot 2024-09-18 at 8.42.57?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/347972i0BC8F5C88879B016/image-size/large?v=v2&px=999 "Screenshot 2024-09-18 at 8.42.57?PM.png")

Hope this helps!


author: Jim Knepley - ReleaseTEAM
body: I think what you're looking for is called a "Transition Screen" which is assigned to a transition as part of a workflow.

ref: <https://www.youtube.com/watch?v=RIKYX-z4meM>


Tags: cloud

jira-cloud

jmwe
Error - automation to clone issue.
Asked by Karla Garcia:

Hi!  

I am trying to:

- Once an issue is created in Project A -\> Clone to project B.  

Project A and B are both company managed;

Error: **Failed to fetch fields for project/issue type;**

When I try to clone to a team-managed project, works perfectly.  

Thanks in advance for any support :)


Answers:
author: Luka Hummel - codefortynine
body: Hi [@Karla Garcia](/t5/user/viewprofilepage/user-id/4947790) and welcome to the community!

For your automation to clone issues from Project A to Project B, consider using our app [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2815410). Deep Clone allows you to clone issues, including attachments, comments, and custom fields, across projects with full customization. It ensures seamless cloning even between different project types. This might help avoid the "Failed to fetch fields" error by offering a more robust cloning solution.

You can also try adding a delay or re-fetching the issue, as suggested by others.


author: Clara Belin-Brosseau
body: Hello [@Karla Garcia](/t5/user/viewprofilepage/user-id/4947790)

Another way to automatically clone issues is to use our app [Elements Copy \& Sync.](https://marketplace.atlassian.com/apps/1211111/elements-copy-sync-clone-jira-issues?tab=overview&hosting=cloud?&utm_source=community&utm_medium=answer&utm_campaign=question_2815410&utm_keyword=CS&utm_vendorID=4952)

It allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check the guide [here](https://doc.elements-apps.com/copy-and-sync-jira-cloud/trigger-recipes-with-automation?&utm_source=community&utm_medium=answer&utm_campaign=question_2815410&utm_keyword=CS&utm_vendorID=4952).

The app is for free during 30 days (and it stays free under 10 users).


author: Bill Sheboy
body: Hi [@Karla Garcia](/t5/user/viewprofilepage/user-id/4947790) -- Welcome to the Atlassian Community!

Without seeing your complete rule, I hypothesize it uses the Issue Created trigger.

If so, one possible cause of that symptom is a timing problem: the Issue Created trigger can fire so quickly some data may not be available to the rule yet. This can cause missing information, and occasionally rule errors.

The fix is to *always add the Re-fetch Issue action immediately after the Issue Created trigger*, and before any other rule steps. Please try adding that and re-test the rule.

Kind regards,  
Bill


author: Trudy Claspill
body: Hello [@Karla Garcia](/t5/user/viewprofilepage/user-id/4947790)

Welcome to the Atlassian community.

Can you please provide images showing your entire Automation Rule, and the details from the rule execution audit log for the execution that failed?

What are the project types for A and B when the rule fails? Get that information from the Type column on the View All Projects page under the Projects menu.


Tags: clone

cloud

jira-automation

jira-cloud
Change text in Customer Portal for a Request Type
Asked by Patrick Cannell:

How does one change the text in the customer port for a request type? This is a request form for a specific request type. Thank you in advance.

![jira_help.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347967i6E1B1D2E944F60E3/image-size/large?v=v2&px=999 "jira_help.jpg")


Answers:
author: Seon Shakespeare
body: Hi Patrick,

You can customise that text in the **"Instructions"** area of your request type settings.

Here's how to find it:

1. Go to **Project settings** \> **Request Types**.
2. Click on the relevant request type (e.g., "Maintenance Request").
3. The **"Instructions"** area should appear, where you can edit the text.

Here's a screenshot showing where to find it:

![Screenshot 2024-09-18 at 16.45.41.png](https://community.atlassian.com/t5/image/serverpage/image-id/347975i0174C8C52277BCCB/image-size/large?v=v2&px=999 "Screenshot 2024-09-18 at 16.45.41.png")

You might need elevated admin permissions to access the request type settings. If you can't see them, reach out to your Jira administrator.

Hope this helps!

comments: author: Patrick Cannell
body: Thanks so much!


Tags: cloud

jira-service-management

jira-service-management-cloud
I want to integrate my Jira with 2 additional tools
Asked by Meenakshi Singh:

Hi team,

I want to know the exact steps that I need to follow to get the integration done between Jira and Bugsee

Jira and Figma

Can you please guide me here I am new to Jira and don't know the integration part here.

Thanks in advance!

best,

Meenakshi


Answers:
author: Jim Knepley - ReleaseTEAM
body: I don't think I can do better than what Bugsee and Figma have written:

<https://docs.bugsee.com/integrations/providers/jira/>

<https://help.figma.com/hc/en-us/articles/360039827834-Jira-and-Figma>


Tags: cloud

jira-cloud
Changing Issue Type to "Service Request with Approvals" Doesn't Trigger Approval Workflow
Asked by Ivan Bilobrk:

Hi everyone,

We have a scenario where a customer creates an issue via the customer portal with an issue type that doesn't require approvals. However, if the agent determines that approval is necessary, we want to change the issue type to "Service Request with Approvals" so that the issue goes through the approval process.

The problem I'm encountering is that when the issue type is changed, the status is set to "Waiting for Support" (which is the status it was in when created via the portal), but this status doesn't include an approval step.

Has anyone experienced a similar issue? How did you resolve this or configure the workflow to ensure that after changing the issue type, the issue correctly moves into the approval workflow?

Any advice or best practices would be greatly appreciated!

Thanks in advance!


Answers:
author: Dick
body: Hi [@Ivan Bilobrk](/t5/user/viewprofilepage/user-id/4941573) ,

Best have two sets of statuses for the two flows. The step you take when changing the issue type could best be an automation (user triggered from the menu). That automation could also change the status to one of the statuses in your alternate workflow.


Tags: approval-workflow

approvals

cloud

jira-service-management

jira-service-management-cloud