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  1. Jira Service Management Cloud
  2. JSDCLOUD-4570

Send Notifications to Service Desk Organization Members By Default

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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 a Request is created in Service Desk, Organization Members only receive a notification that the request is created and must opt in to receive additional updates by accessing the Customer Portal and clicking on Get notifications

      reference: Managing Service Desk Notifications

      Suggested Solution

      Allow Organization Members to receive notifications by default and then opt-out

      Workaround

      Organization Member must opt-in to receive additional notifications clicking on Get notifications on the request

            [JSDCLOUD-4570] Send Notifications to Service Desk Organization Members By Default

            For us it's very important to get this feature. 

            The communication is difficult and requires much more time and effort.

            It would be good to have the "notifications" on - by default.

            Maria.Trofimchuk added a comment - For us it's very important to get this feature.  The communication is difficult and requires much more time and effort. It would be good to have the "notifications" on - by default.

            James Carn added a comment -

            This would be great to have this functionality, even if it is in the initial e-mail when you can click the link to automatically enable notifications

            James Carn added a comment - This would be great to have this functionality, even if it is in the initial e-mail when you can click the link to automatically enable notifications

            Morgan D. added a comment -

            This is a big dealbreaker for us, along with the lack of any intuitive way to send outgoing messages to users without first receiving a support request.

            Morgan D. added a comment - This is a big dealbreaker for us, along with the lack of any intuitive way to send outgoing messages to users without first receiving a support request.

            This option should need to be added. 

             

            Eitzaz Haider added a comment - This option should need to be added.   

            8c40a346214e Correct.

            We rarely have changes in users so it's not a problem for us and we don't have to pay for another plugin.

            If you have an open ServiceDesk where anyone can join, yes it's a problem then.

            k.tsourapas added a comment - 8c40a346214e Correct. We rarely have changes in users so it's not a problem for us and we don't have to pay for another plugin. If you have an open ServiceDesk where anyone can join, yes it's a problem then.

            7d019277ac00 But then you have to manually edit the automation every time there is a change of members, no?

            Marius Fischer added a comment - 7d019277ac00 But then you have to manually edit the automation every time there is a change of members, no?

            k.tsourapas added a comment - - edited

            Here's a cheap workaround: 

            Create the following in Project Automation:   

            Rule name: Add participants for organization XXX 

            • Trigger: Issue created
            • If condition: Issue fields condition - Organizations equals "XXX" 
            • Action: Edit issue - Request Participants
              • Add the people you want
              • More options: disable the notification

            This way, the people you add will always be participants to all issues and will receive all notifications.

            k.tsourapas added a comment - - edited Here's a cheap workaround:  Create the following in Project Automation :    Rule name: Add participants for organization XXX   Trigger: Issue created If condition: Issue fields condition - Organizations equals "XXX"  Action: Edit issue - Request Participants Add the people you want More options: disable the notification This way, the people you add will always be participants to all issues and will receive all notifications.

            Ricardo.Gomes added a comment - - edited

            Really? And who is going to pay for the recommended app?

            Ricardo.Gomes added a comment - - edited Really? And who is going to pay for the recommended app?

            We recommend using the In-App Customer Portal Notifications app, which provides more flexible notification management directly within the Customer Portal. This app allows Organization Members to receive real-time notifications for all relevant updates by default, without needing to opt in manually. 

            App Links: In-App Customer Portal Notifications for Jira

            We are open to feature requests and would be happy to discuss further enhancements to meet your team’s needs.

            Salome Khaindrava added a comment - We recommend using the In-App Customer Portal Notifications app, which provides more flexible notification management directly within the Customer Portal. This app allows Organization Members to receive real-time notifications for all relevant updates by default, without needing to opt in manually.  App Links : In-App Customer Portal Notifications for Jira We are open to feature requests and would be happy to discuss further enhancements to meet your team’s needs.

            Please get this resolved. 

            It would be great to have organization as variable that you can choose for in email notifications by default. Only way to get round this is by automation which obviously you charge for after hitting a threshold. Atlassian aren't silly $$$$. 

            So much automation is required to get around basic stuff. Come on. 

            Duncan Tyler added a comment - Please get this resolved.  It would be great to have organization as variable that you can choose for in email notifications by default. Only way to get round this is by automation which obviously you charge for after hitting a threshold. Atlassian aren't silly $$$$.  So much automation is required to get around basic stuff. Come on. 

              1bbfd485bf63 Ben Costello
              scranford Shawn C
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                Created:
                Updated: