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.

Yes, I agree with you Daphne, It can't be considered a solution it's just a workaround to avoid overwhelm our users, until better solution will be provided.

I agree that it should work:

Only changes between the customer-visible 'status names' will trigger email notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the same 'status name'). For more information about workflows, see Configuring request types and workflows.

But still you want to be in control in a normal way not by having to rename all the statuses of every single request type....

Thanks to Timo Pitkäranta I found this workaround that work for us https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Managing+service+desk+notifications#Managingservicedesknotifications-Notesonservicedesknotifications

So we need urgently a notification schema for customers!

So the choices are

• customers receive too much notifications or
• none

One of the reasons why companies implement JIRA Service Desk is because they want to get rid of all this e-mail!

If you implement JIRA Service Desk with a more difficult workflow, for instance you have companies who are listed on the stock exchange and therefore have to report on everything because of the audit, then on all these mandatory steps the customers get an e-mail. This may result in customers receiving up to 8 e-mails from different statuses which do not demand any action from the customer.

What people ultimately do is make a filter which deletes all e-mail from JIRA Service Desk. This leads to customers calling the Service Desk to ask when their problem is solved or, in a favorable case going to the portal. In all cases not being able to make a Notification Scheme leads to needless work and irritation on both sides.

Thanks for sharing Andrey, configurable notifications would indeed be the best solution.

@richard.bergmann
I talked with Atlassian support.
The answer was something like that:
"for all events and users" means jira-users only, users which have access to JIRA. Customers are not recognised as jira-users so project notification scheme not works with your customers.
I think this issue is a part of global issue - make SD notifications configurable.

This is a major Issue, especially because according to the documentation it should work:

"If the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined for all events and users. "

Atlassian, hello!
I think it'a real trouble:
We don't want customers to be spammed with JIRA SD because we have a lot of statuses.
And looks like we cant disable SD Notifications, beacause emails not sending to reporter and request participiant.

I'm in the same boat. How are you supposed to use this product without being able to customize the email notifications?

I agree. It is unfortunate we are not even able to use Jira Service Desk because it has so many major bugs with emails and notifications. We have been provided numerous workarounds that have only wasted our time, and don't work. It is very frustrating, and I'm not even sure how this software could be sold in the first place.

1. We need customers of our service desk to only be notified: when creating a ticket, a response is made, or if the issues is marked as resolved, or if issue is auto resolved from no response from client after so many days. (not extra unnecessary notifications, about status, time worked etc..)
2. We need to be able to customize the email templates, and remove the Atlassian branding from footer.

I don't understand why this is not included for basic functionality. If we enable Service Desk notifications our users with multiple cases will be getting so many emails they will just start to ignore them. If we disable notifications then they get none. It is a must to allow the Service Desk to follow the notification scheme, especially when portal users don't have access to the backend.

We tried the work around, but the workaround does not work. Notifications are not sent to the reporter properly for when they "create issue".

Seems like a major issue.