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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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    • 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.

      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.

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

            Dominik Březina added a comment -

            When I create a ticket on behalf of a customer, they aren´t going to receive any notification?

             

            I understand that logic. When customer calls me on phone and I raise a ticket on his behalf, he doesn´t need to know /s

            Dominik Březina added a comment - When I create a ticket on behalf of a customer, they aren´t going to receive any notification?   I understand that logic. When customer calls me on phone and I raise a ticket on his behalf, he doesn´t need to know /s

            Mathieu Verholle added a comment -

            @Maurizio.mancini@exempio.com Big thanks for this Tip ! We solved the problem with

             

            It's not perfect for the moment because we would like to have the "Assignee" as default : "Agent connected" and the "Reporter" as default : blank but we don't find how yet...

            Mathieu Verholle added a comment - @ Maurizio.mancini@exempio.com Big thanks for this Tip ! We solved the problem with   It's not perfect for the moment because we would like to have the "Assignee" as default : "Agent connected" and the "Reporter" as default : blank but we don't find how yet...

            Maurizio added a comment -

            Hi Everyone,

            We just wanted to share our workaround with everyone in case someone else is looking for a solution.

            We ended up adding an Automation Rule which was triggered in the Issue Create Event, and If the Customer Request Type was EMPTY, we then Set the Customer Request Type to a value and we also sent an email to the reporter.

            This solution takes care of the current shortcoming of when an Agent creates an issue from within JIRA, the Request type not getting set and most importantly the Reporter not getting an email that the issue was created.

             

             

            Maurizio added a comment - Hi Everyone, We just wanted to share our workaround with everyone in case someone else is looking for a solution. We ended up adding an Automation Rule which was triggered in the Issue Create Event, and If the Customer Request Type was EMPTY, we then Set the Customer Request Type to a value and we also sent an email to the reporter. This solution takes care of the current shortcoming of when an Agent creates an issue from within JIRA, the Request type not getting set and most importantly the Reporter not getting an email that the issue was created.    

            Sam Omidi (Inactive) added a comment -

            Workaround

            It does not happen as you can't define any request Type for issues. SD works with Request Types!
            As an admin you can create issue on behalf of customer through your(Admin) customer portal.
            In Customer Portal name of the field is "Raise this request on behalf of" so you can select your customer there

            Sam Omidi (Inactive) added a comment - Workaround It does not happen as you can't define any request Type for issues. SD works with Request Types! As an admin you can create issue on behalf of customer through your(Admin) customer portal. In Customer Portal name of the field is "Raise this request on behalf of" so you can select your customer there

              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
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                Created:
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