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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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          Riek

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

            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2303076 ] New: JAC Bug Workflow v3 [ 3442042 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            ari (Inactive) made changes -
            Component/s New: Customer Notification, outgoing emails [ 46694 ]
            Component/s Original: Email - Outgoing [ 46696 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2057043 ] New: JSD Bug Workflow v5 - TEMP [ 2303076 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2054562 ] New: JSD Bug Workflow v5 [ 2057043 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1954567 ] New: JSD Bug Workflow v5 - TEMP [ 2054562 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1871898 ] New: JSD Bug Workflow v5 [ 1954567 ]
            jonah (Inactive) made changes -
            Description Original: 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|https://jira.atlassian.com/browse/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.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Cloud*. Using *JIRA Service Desk Server*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDSERVER-446].
              {panel}

            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|https://jira.atlassian.com/browse/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.
            jonah (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-446 [ JSDSERVER-446 ]
            vkharisma made changes -
            Project Import New: Sun Apr 02 00:24:18 UTC 2017 [ 1491092658763 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-server New: affects-cloud affects-server

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

                Created:
                Updated:
                Resolved: