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  1. Jira Service Management Cloud
  2. JSDCLOUD-446

Reporter does not receive notifications when creating issues without using ServiceDesk customer portal

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

      For a project which is associated with ServiceDesk, if a user creates a Service Desk Request (through the Customer Portal), then notifications are sent correctly according to JSD-323.

      However, if an issue is created normally by clicking on Create Issue button (same project) or via email through a mail handler (same project, no matter Default Reporter or recognized user), then the Reporter does not receive any notifications at all, including Issue Creation, Issue Updated, Issue Commented, and Issue Resolved.
      This does not happen when ServiceDesk is disabled, hence ServiceDesk must have affected JIRA notifications in an unexpected manner.

      Please take note that in all of the above situations, Notify me is On for the Reporter all the times. This raises a question with the way ServiceDesk handles notifications to Reporters: even though they purposely want to receive notifications for their own changes, they can't.

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            [JSDCLOUD-446] Reporter does not receive notifications when creating issues without using ServiceDesk customer portal

            Riek added a comment - - edited

            Apologies, It was a configuration mistake from my side.

            It seems that "Notifications" from the Applications > Jira Service Desk > Configuration > Notifications setting is turned off by default. (Obvious fix is to just turn it on, and if any deities are smiling upon you on that day, it will work as expected)

            Hope this can help someone else in the future

            Please see attached screenshot:

            (@JiraTeam: It would be helpful if Notification Helper catered for this)

            Great product, keep up the good work guys, thanks.

            Regards

            Riek added a comment - - edited Apologies, It was a configuration mistake from my side. It seems that "Notifications" from the Applications > Jira Service Desk > Configuration > Notifications setting is turned off by default. (Obvious fix is to just turn it on, and if any deities are smiling upon you on that day, it will work as expected) Hope this can help someone else in the future Please see attached screenshot: (@JiraTeam: It would be helpful if Notification Helper catered for this) Great product, keep up the good work guys, thanks. Regards

            Vesa Halkka added a comment -

            There seems to be something at notifications in general. We have integrated a customer ServiceNow instance to our Jira ( REST API ) and sometimes, but not very often notifications just don't get sent, though the respective events are fired. There is no way to reproduce this, and the notification wizard confirms that notifications should have been sent. This particular project used to have SD plugin, and we managed to tackle notification issues, but SD 3 app version forced us to drop SD from it.. so maybe SD still haunts us ;-(

            Vesa Halkka added a comment - There seems to be something at notifications in general. We have integrated a customer ServiceNow instance to our Jira ( REST API ) and sometimes, but not very often notifications just don't get sent, though the respective events are fired. There is no way to reproduce this, and the notification wizard confirms that notifications should have been sent. This particular project used to have SD plugin, and we managed to tackle notification issues, but SD 3 app version forced us to drop SD from it.. so maybe SD still haunts us ;-(

            Riek added a comment - - edited

            I have the same issue in JIRA Service Desk 3.1.9. Reporters aren't notified when they create a issue, (Notification helper says they do, but in reality, they don't) Any ideas? Could it be config?

            Riek added a comment - - edited I have the same issue in JIRA Service Desk 3.1.9. Reporters aren't notified when they create a issue, (Notification helper says they do, but in reality, they don't) Any ideas? Could it be config?

            Stephanie Benes added a comment -

            We are evaluating JIRA Service Desk in the cloud and appear to be seeing this issue as well. Where do we configure Service Desk notification logic?

            Stephanie Benes added a comment - We are evaluating JIRA Service Desk in the cloud and appear to be seeing this issue as well. Where do we configure Service Desk notification logic?

            Jean-François Martin added a comment -

            I'm new with JIRA and JIRA Service Desk (using the cloud version).
            We are still testing JIRA before going online with this product for our help desk.

            The missing notification from issue created with the button "Create" is a big problem for our helpdesk. How can we make this work ?

            Jean-François Martin added a comment - I'm new with JIRA and JIRA Service Desk (using the cloud version). We are still testing JIRA before going online with this product for our help desk. The missing notification from issue created with the button "Create" is a big problem for our helpdesk. How can we make this work ?

            IT added a comment -

            Vincent, the workaround proposed by Damon in this ticket may help: https://jira.atlassian.com/browse/JSD-42

            IT added a comment - Vincent, the workaround proposed by Damon in this ticket may help: https://jira.atlassian.com/browse/JSD-42

            Vincent Wu added a comment -

            This issue seems to have reappeared in Service Desk 2.0.

            Vincent Wu added a comment - This issue seems to have reappeared in Service Desk 2.0.

            chao added a comment -

            Please note that we fixed the first part of this issue in Service Desk 1.2.6 (see JSD-550 for clarity)

            In regard to the second part (honouring JIRA notification scheme for Reporters): The now current behaviour is described here:

            https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+request+types#Settinguprequesttypes-Hownotificationsworkforaservicedeskproject-versions1.2.6andlater

            In short, for Reporters we ignore the JIRA notification scheme and instead apply Service Desk specific notification logic

            chao added a comment - Please note that we fixed the first part of this issue in Service Desk 1.2.6 (see JSD-550 for clarity) In regard to the second part (honouring JIRA notification scheme for Reporters): The now current behaviour is described here: https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+request+types#Settinguprequesttypes-Hownotificationsworkforaservicedeskproject-versions1.2.6andlater In short, for Reporters we ignore the JIRA notification scheme and instead apply Service Desk specific notification logic

            Stefan Johansson added a comment -

            So I see the version was changed to "Next", but then reverted. Was that only a tease or?

            Stefan Johansson added a comment - So I see the version was changed to "Next", but then reverted. Was that only a tease or?

            Stefan Johansson added a comment -

            Are there any updates to this by any chance? Thanks.

            Stefan Johansson added a comment - Are there any updates to this by any chance? Thanks.

              Unassigned Unassigned
              vdung Andy Nguyen (Inactive)
              Affected customers:
              21 This affects my team
              Watchers:
              38 Start watching this issue

                Created:
                Updated:
                Resolved: