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  1. Jira Service Management Cloud
  2. JSDCLOUD-1700

When Raise Request on behalf of customer from JIRA and change request type a notification should be sent

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    Description

      Atlassian Update - October 2023

      Hi Everyone,

      Thank you for previously raising this feature request and bringing it to our attention.

      Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.

      Thank you again for providing valuable feedback to our team!

      Arjun Ganapathy
      Jira Service Management Cloud team

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      For the times I need to create a ticket in JIRA and change the Reporter role, it would be nice for the customer to get an email notification when I have edited the Request Type and made it viewable from within the portal.

      Currently I can add an external comment to the ticket, and the customer will receive this message, but it would be good to be automated.

      Flow

      • Create ticket in JIRA (for a SD project) and change reporter to customer
      • Set the customer request type for the ticket

      Expected outcome

      • Customer receives an email stating that request is available to view

      Workaround

      As an agent, use the Raise this request on behalf of feature within the Customer Portal.
      Notifications will be sent correctly on issue create, in this scenario.

      Attachments

        Issue Links

          duplicates

          Suggestion - JSDCLOUD-1337 Notify Customer When Ticket Raised "On Behalf Of"

          • Closed

          Suggestion - JSDCLOUD-1465 Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)

          • Closed
          is incorporated by

          Suggestion - JSDCLOUD-3221 Improve Notification for Raising Request on behalf of Customer

          • Closed

          Suggestion - JSDCLOUD-4506 Customer Notifications for Issue Updated Event

          • Gathering Interest
          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-1250 Issue raised in behalf of SD Customers doesn't trigger Issue Create notification

          • Low - Low priority issues
          • Closed

          Suggestion - JSDCLOUD-2962 Dynamically setting "Service Desk Request Type" when creating an issue in Jira

          • Closed

          Suggestion - JSDCLOUD-3709 Send a separate notification when an Agent creates an issue on behalf of a customer

          • Closed

          Suggestion - JSDSERVER-1700 When Raise Request on behalf of customer from JIRA and change request type a notification should be sent

          • Gathering Interest

          Activity

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              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: