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

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 ;-(

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?

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?

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 ?

This issue seems to have reappeared in Service Desk 2.0.

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

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

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

For the second one, i implemented it in a different way:

• Creating a select custom field (e.g. Customer Portal Fix - SUPPORT)
• Enter the values for each request type in the select field.
  • Project: e.g. "SUPPORT"
  • Customer Request Name: e.g. "Get IT help"
  • Value for select field becomes: e.g. "support/get-it-help"
• Create a new Workflow Step (e.g. Customer Portal Fix)
  • Destination Step: Is the same as before execution
  • Transition View: New screen with the select custom field
  • Conditions: Value Field (Allows to execute a transition if the given value of a field is equal to a constant value, or simply set.)
    The field Customer Request Type will have to be equal to value 'NULL'. Compared as String.
  • Post Functions: Copy Value From Other Field (Copies the value of one field to another.)
    The field Customer Request Type will take the value from Customer Portal Fix - SUPPORT.
• Notification Event: Choose an event where no notification is send

With this, you can choose the preferred request type for the customer. It's not perfect but it works.

Thanks. The first one doesn't work for us, since we use OnDemand. The second one means locking all issues to a certain type in the portal, if I understood that correctly.

It would be great to get some kind of timeframe on a fix for this.

We make use of 2 different workarounds:

• Disable Service Desk notifications template and scheme
• Make the issue visible inside inside the customer portal
  When the issue is visible inside the customer portal, then the notifications works.

Thank you Shawn for the suggestion. It does not seem to work for us however, the auto watch is on and in the permission set "All Watchers" are added to the notifications, including create issue.

To get around this until a fix is implemented, we have temporarily enabled the auto-watch default for our users (though they can disable it individually) and our notification scheme is setup to provide the same notifications for watchers and reporters. Hope this helps someone out there.

Hello, we are having the same problem as well (OnDemand) and it is currently hindering us from moving to Service Desk. We are already using JIRA and Bitbucket and are looking to consolidate everything into one place (including using Confluence).
This is basically the last piece missing, so unless it is fixed we'll be forced to look at other options completely (if you allow me to be blunt, but that's the case basically).

Thank you.

Can anyone from Atlassian chime in and confirm that this is in fact a bug and not expected behavior? The documentation leads me to believe that this is intentional, and that the reporter only gets a service desk notification when created through the customer portal.

Annoying error since Service Desk 1.2.
We're on JIRA 6.0.8 and Service Desk 1.2.4,

Same issue for us. standalone Jira v6.0.7, SD 1.2.4 (currently disabled as we need to have the notifications).

For us the same issue, our JIRA configuration is 6.1.3 with JSD 1.2.5.

We seem to have this too, standalone Jira 6.1.5 and SD 1.2.4

We seem to have this too, standalone Jira 6.2.2 and SD 1.2.5.. We are using SD for measuring SLA, we have SLA agreements.. so we cannot just turn it off.. and now the same customers complain about 'total silence'.. so we need to find a workaround until this is fixed.

We are also being impacted by this in OnDemand. We have been told by support that the only way to restore notifications at the moment is to completely disable service desk (the plugin, not at project level). To work around, we have temporarily enabled the auto-watch default for our users (though they can disable it individually) and our notification scheme is setup to provide the same notifications for watchers and reporters. Hope this helps someone out there.

We noticed exactly the same behavior.

Our configuration is JIRA v.6.1.7 and SD v1.2.4.