Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-3158

Send notifications for transitions

XMLWordPrintable

    • 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.

      Service desk does not send notification for transitions for the reporter, at the moment as stated on the documentation it only send notification on these cases:

      • the request is created
      • a comment is added to the request
      • another participant is added to the request
      • the request is resolved with a set resolution field
      • the request is reopened with a cleared resolution field

      We need to add a feature to send notifications for transitions created on workflows.

      There isn't any workaround at the moment.

            [JSDCLOUD-3158] Send notifications for transitions

            V (Inactive) added a comment -

            Hi all,

            Customization of service desk notifications is now available on Cloud! You can now choose to send notifications to customers when the status of a request changes. To find out more about this feature, check out our documentation here: https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html. 

            This feature will be available for Server in an upcoming major server release.

             

            — JIRA Service Desk Team 

            V (Inactive) added a comment - Hi all, Customization of service desk notifications is now available on Cloud! You can now choose to send notifications to customers when the status of a request changes. To find out more about this feature, check out our documentation here:  https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html .  This feature will be available for Server in an upcoming major server release.   — JIRA Service Desk Team 

            jim0thy added a comment -

            It would also be great if Service Desk customers could receive notifications from custom events in workflow, so that they can only get notifications when a request transitions to a stage they're involved in.

            For example, notify a customer when their change request has transitioned to UAT, but not when it transitions to QA.

            jim0thy added a comment - It would also be great if Service Desk customers could receive notifications from custom events in workflow, so that they can only get notifications when a request transitions to a stage they're involved in. For example, notify a customer when their change request has transitioned to UAT, but not when it transitions to QA.

              Unassigned Unassigned
              pmiguel Paulo Miguel (Inactive)
              Votes:
              2 Vote for this issue
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: