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  1. Jira Service Management Cloud
  2. JSDCLOUD-4506

Customer Notifications for Issue Updated Event

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

      Summary

      JSD-218, and JSD-4418 later on, brings a lot more flexibility in managing Customer Notifications. However, there're certain events where Customers (Reporters, Request Participants) do not receive notifications e.g. Issue Assigned, Issue Moved, Issue Updated.

      Suggestion

      Add the ability to configure whether Customers should receive notifications for Issue Updated event e.g. when the Request Type is changed.

      Note

      Suggestions for other Events are tracked in the linked tickets.

            [JSDCLOUD-4506] Customer Notifications for Issue Updated Event

            Helder Martins added a comment -

            In our case, it would be ideal as we work with a ticket classification related to our billing to our clients. Whenever a ticket is reported as an error to us, by default is a ticket we can't bill, however, client could report wrong as initially something that might seem as an error is not, and ends being something we need to change and in those cases, that's something we need to bill.

            Being this the case, we actually work on our clients' tickets and once we resolve them, we change the IssueType whenever it was wrongly classified and our clients have requested us a lot of times that they would like to know when something had to be changed in regards of the classification as a learning experience.

            This is the reason why we would need this.

            Helder Martins added a comment - In our case, it would be ideal as we work with a ticket classification related to our billing to our clients. Whenever a ticket is reported as an error to us, by default is a ticket we can't bill, however, client could report wrong as initially something that might seem as an error is not, and ends being something we need to change and in those cases, that's something we need to bill. Being this the case, we actually work on our clients' tickets and once we resolve them, we change the IssueType whenever it was wrongly classified and our clients have requested us a lot of times that they would like to know when something had to be changed in regards of the classification as a learning experience. This is the reason why we would need this.

              Unassigned Unassigned
              vdung Andy Nguyen (Inactive)
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                Created:
                Updated: