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Type:
Suggestion
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Resolution: Timed out
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Component/s: None
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0
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4
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Akriti Gupta
Jira Service Management Cloud team
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem Definition
Currently, JIRA Service Desk is depending on Request Type value for:-
- Displayed at Customer Portal
- Enable notification to customer
However, this causes both actions are too dependent on "Request Type" value and it will not work if the value is empty. It is a big impact if the business is depending on customer notification.
Suggested Solution
- Provide option not to use "Request Type" value
Why this is important
Despite having a way to update "Request Type" using automation, it still not convenient for admins when "Request Type" is not inserted the notification is not working and the customer can't view the issue from the portal.
Workaround
- Edit Request Type using Automation if user created issue via JIRA
- Make sure to use "Raise a Request" option and fill up customer user name for "Raise this request on behalf of" value.
- is duplicated by
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JSDCLOUD-5932 Notifications not sent to reporter when Invalid Request type with valid issue type
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- Closed
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