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  1. Jira Service Management Cloud
  2. JSDCLOUD-1222

Email notification for Issue Assigned

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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

          Form Name

            [JSDCLOUD-1222] Email notification for Issue Assigned

            SET Analytics Bot made changes -
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            Ben Alderton added a comment -

            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

            Ben Alderton added a comment - 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

            Graul Klemens added a comment - - edited

            automation when: issue assigned -> send email to reporter with issue.assignee possible

            Graul Klemens added a comment - - edited automation when: issue assigned -> send email to reporter with issue.assignee possible
            SET Analytics Bot made changes -
            UIS Original: 3 New: 2
            SET Analytics Bot made changes -
            UIS Original: 1 New: 3
            SET Analytics Bot made changes -
            UIS Original: 3 New: 1

              Unassigned Unassigned
              ywoo Yit Wei
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              56 Vote for this issue
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                Created:
                Updated: