Since 3.3.0 Server and current Cloud, this can now be achieved by enabling the Notifications SD global configuration (<host>/secure/admin/SDConfiguration.jspa) to enable customers to receive both Service Desk and JIRA notifications.

It should be noted that customers will only receive JIRA notifications, if they have the correct permissions and access.

If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues.

Regards
Matt
JIRA Service Desk developer

Hi all,

We experienced this issue after we removed the 'reporter' field from the notification scheme, seems like it does not show up in the "notification helper".

Hope this helps.

+1
Our Users get crazy about this notifications.

Is it that difficult to open the costumable Jira Notification Schemes for Service Desk Projects?

There should definitely be a way to customize the JIRA service desk notifications.

eg: currently there are notifications when ticket is :

• Opened
• Commented on
• Participant added
• Investigating
• Resolved
• Closed

So now lets say, I want to customize the notifications to have customers only receive notifications when ticket is:

Created
Resolved or Closed

+1
Notification scheme needed.

Joseph Huynh,

It seems you have missed the purpose of the ticket. We as administrators want the JIRA level control over notifications for our Customers. If we add customers in as JIRA Users, they count towards our JIRA license. That's not feasible for those of us with 100 JIRA users dealing with 10,000 customers.

This is what I'm talking about (from: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-0-0-release-notes-770801761.html):
We're super excited to announce the release of JIRA Service Desk 3, a fully standalone product purpose-built for service management teams.

If it's a standalone product, it should have its own notification scheme which admins have the ability to modify and control. Saying that you've simplified the templates and reduced the number of emails isn't enough for the requirements laid out by our helpdesk department. When a ticket is resolved, an email still goes to the customer regardless of whether we want it to or not.

Hi chris.laa.851384790087,

Could you check if your customers are in the JIRA user list?
With 3.0 release of service desk, we've simplified the email notification template, reduced the total number of email notifications sent to people involved amongst other improvements.

Atlassian,

Congratulations on using JIRA 7.0 to change everything and nothing all at once. If you're going to treat Service Desk as its own application, it should have its own notification scheme. Customers should NOT be bogged down with "spam" from the system just because a help desk manager wants ten different statues in their workflow.

Another problem I've run into is how our help desk operates regarding spam. There are two problems with the current approach.

1) Our help desk treats anything that has nothing to do with our operations as spam. This means that the user receives a notification that their ticket was set to spam even if it really isn't. Management wants to continue marking these as spam, but doesn't want the user to be notified.

2) We utilize Gmail to send/receive emails. Each email sent counts against our outbound limit which could be reduced if we weren't sending emails for every thing that Service Desk does.

Please FIX THIS!!!!

Any update, my users are complaining a lot as they receive a ridiculous amount of notifications on issues in JSD.

A notification scheme for JSD has GOT to be implemented.

Why can I only have everything off or everything on?

The users are beeing flooded with emails which will result in them ignoring them eventually!