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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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    • 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.

      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

            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            Prathiksha made changes -
            Labels New: lim-keep lim-mspfr lim-reviewed

            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.
            SET Analytics Bot made changes -
            UIS Original: 85 New: 0
            SET Analytics Bot made changes -
            UIS New: 85
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3444939 ] New: JAC Suggestion Workflow 3 [ 3695171 ]
            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2317419 ] New: JAC Suggestion Workflow [ 3444939 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            SET Analytics Bot made changes -
            Support reference count New: 4

            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
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2049570 ] New: JSD Suggestion Workflow - TEMP [ 2317419 ]

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