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  1. Jira Service Management Cloud
  2. JSDCLOUD-4248

When changing the reporter to a new customer, that customer should be notified

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

      Problem Definition

      When the reporter of a service desk request is changed to a new customer, that customer does not get any notification about this change.

      Suggested Solution

      Notify the customer when he/she has been assigned as reporter of a ticket.

      Workaround

      Notify manually the customer by adding a new comment.

            [JSDCLOUD-4248] When changing the reporter to a new customer, that customer should be notified

            sean.skiles added a comment -

            Please fix this. 

             

            It's very annoying using Automation rules to bypass a missing feature.

            sean.skiles added a comment - Please fix this.    It's very annoying using Automation rules to bypass a missing feature.

            Nicolas Coquelet added a comment -

            Hi, 

            Any update on this issue ??

            Often, our sales team forward client issues, and sales email become the reporter.

            We change it by the client email, before send him a comment, but he never notified that it was assigned to the issue and he never notified that we comment the issue.

            It's a big problem for us.

            Regards

            Nicolas Coquelet added a comment - Hi,  Any update on this issue ?? Often, our sales team forward client issues, and sales email become the reporter. We change it by the client email, before send him a comment, but he never notified that it was assigned to the issue and he never notified that we comment the issue. It's a big problem for us. Regards

            PL.IS added a comment - - edited

            Service Desk creates often new issues as a result of phone calls or direct contact of users.

            They assign customer as a Reporter. But customer does NOT receive notification about created issue and ...comes again directly to Service Desk office.

             

            Sometimes SD decides to open linked issue but customer is not aware of this because notification does NOT work for Reporter.

            We need this option to work with customers. 

            PL.IS added a comment - - edited Service Desk creates often new issues as a result of phone calls or direct contact of users. They assign customer as a Reporter. But customer does NOT receive notification about created issue and ...comes again directly to Service Desk office.   Sometimes SD decides to open linked issue but customer is not aware of this because notification does NOT work for Reporter. We need this option to work with customers. 

              Unassigned Unassigned
              cmao Chen Mao (Inactive)
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                Created:
                Updated: