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Suggestion
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Resolution: Unresolved
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2
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17
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem Description
customer email notification for Issue Assigned when the issue is assigned to someone
Suggested Resolution
In some situations, it would be useful to have a notification when the issue is assigned.
Why this is important?
As per the above documentation, Service Desk customers receive email notifications when the following events happen:
- when they raise a request through the Customer Portal,
- when their request is resolved,
- when another user comments on their request, and
- when there is a change in the request's status, i.e. the 'status name'.
Customers won't receive any notifications when the issue is being assigned to someone.
Workaround (if any)
NA
- duplicates
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- Closed
- is duplicated by
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- Closed
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- Closed
- is incorporated by
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- Closed
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- Gathering Interest
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- Gathering Interest
- is related to
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- Gathering Interest
- relates to
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JSDCLOUD-773 JSD triggers a notification for the reporter on Issue Assigned event
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- Closed
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[JSDCLOUD-1222] Email notification for Issue Assigned
automation when: issue assigned -> send email to reporter with issue.assignee possible
This is a no-brainer guys. Name another service desk product that can't notify or show the customer who an issue is assigned to.
10 year old feature request.. Are you trying to win a Guinness world record? I look forward to seeing this request published on page 200 below the longest nose on a living person.
+1 for this feature addition.
Would be great if it could be managed on a project basis. (Our facilities team needs this, but assignment of IT support tickets need to stay internal-only.)
My service audience would love this feature. Right now we'd have to have an automation rule on CREATE to email issue.reporter. Additionally, it would be top-tier to show the Assignee in the service dashboard so I could see who was handling my ticket. In our case, we're a smaller team and everyone knows us.
If there's a broader use case where the individual members of the service team don't want to be front facing to reporters, that might make sense. Considering the industry standard for corporate email is FIRST.LAST@doma.in
it would be easy enough for a reporter to guess a particular service person's email and directly contact them, bypassing the reason for having a service desk in the first place.
But, you know, if it was a feature that could be enabled at an admin or owner level.
Saddened to see this is a 6 year old thread....Being notified on issue assignment seems imminently practical to us as well.
Hello. Our team needs this working too. So far, non of the scenarios we have tried under automation passes as a workaround.
Looking forward that this request progresses and implemented soon.
Eric Meyer
added a comment - FYI I was able to make this work with the JIRA Automation plugin. For a while there it was broken since that module wasn't compatible with latest version. However its compatible again. This is just a work around though. Your customers don't need a license for Service Desk and portal login for it.
Eric Meyer
added a comment - FYI I was able to make this work with the JIRA Automation plugin. For a while there it was broken since that module wasn't compatible with latest version. However its compatible again. This is just a work around though. Your customers don't need a license for Service Desk and portal login for it.
This would be great to have in customer notifications when transitioning and assigning to another agent.
${event.user.name} changed the status to ${request.status}.
${assignee.displayName} is assigned to this ticket