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  1. Jira Service Management Cloud
  2. JSDCLOUD-1465

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

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

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

      Steps to Reproduce:

      1. Have a JIRA + JSD project running
      2. Turn JSD notification on
      3. Raise a ticket on customer's behalf (set customer as the reporter)
        1. Comment on this issue
        2. Change issue's status

      Expected Results:

      1. Reporter/Customer should be notified when a comment is added on the issue (3.1)
      2. Reporter/Customer should be notified when there is a change in the request's status (3.2)

      Actual Results:

      1. No notification is sent to Reporter/Customer regarding the issue.

      Workaround:
      Disable JIRA Service Desk notification (Cog Icon > Add-ons > JIRA Service Desk Configuration), this way, JIRA notification scheme will work as defined for all events and users.

      Notes:
      The notifications aren't working for Request Participants as well.

      Documentation of JSD Notifications: https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications

              Unassigned Unassigned
              ediel Elisa [Atlassian]
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                Created:
                Updated:
                Resolved: