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  1. Jira Service Management Data Center
  2. JSDSERVER-1222

Email notification for Issue Assigned

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      As per the above documentation, Service Desk customers receive email notifications when the following events happen:

      • when they raise a request through the Customer Portal,
      • when their request is resolved,
      • when another user comments on their request, and
      • when there is a change in the request's status, i.e. the 'status name'.

      Customers wont' receive any notifications when the issue is being assigned to someone.

      In some situations, it would be useful to have a notification when the issue is assigned.

          Form Name

            [JSDSERVER-1222] Email notification for Issue Assigned

            Abhi Bajaj added a comment -

            is there any workaround for this? 

            Abhi Bajaj added a comment - is there any workaround for this? 

            David Lareau added a comment -

            It would be interesting to send a notification upon assignation to let the user know who will be responsible of his request who he can contact if needed. it's more personalized than a generic email on ticket creation. This adds to the quality of the service offered by the desk.

            David Lareau added a comment - It would be interesting to send a notification upon assignation to let the user know who will be responsible of his request who he can contact if needed. it's more personalized than a generic email on ticket creation. This adds to the quality of the service offered by the desk.

            Janardhan, Jaiganesh (NIH/NHLBI) [C] added a comment -

            This is one of basic scenario, please implement it.

            Janardhan, Jaiganesh (NIH/NHLBI) [C] added a comment - This is one of basic scenario, please implement it.

            Kevin Mowrey added a comment -

            Would be nice to be able to do this without the need for script runner. Useful in Help Desk solutions.

            Kevin Mowrey added a comment - Would be nice to be able to do this without the need for script runner. Useful in Help Desk solutions.

            Vladimir Horev [Raley] added a comment - - edited

            You can notify Customers (Reporters) when the issue is assigned with help of our add-on Raley Email Notifications   
            Jira Issue event -> Choose your project -> Issue Updated -> Choose field status -> Set from and To status(es)

             

            Vladimir Horev [Raley] added a comment - - edited You can notify Customers (Reporters) when the issue is assigned with help of our add-on  Raley Email Notifications     Jira Issue event -> Choose your project -> Issue Updated -> Choose field status -> Set from and To status(es)  

            Stu Karp added a comment -

            Why is service desk ignoring the notification scheme I have setup? This is poor functionality and luckily I saw this article cause this was setting me crazy on why this wasn't happening. Even the notification helper said the customer should receive emails.

            Stu Karp added a comment - Why is service desk ignoring the notification scheme I have setup? This is poor functionality and luckily I saw this article cause this was setting me crazy on why this wasn't happening. Even the notification helper said the customer should receive emails.

            James Rogers added a comment -

            This is a must for our organisation, so much so that we may end up changing service desk over it.

            James Rogers added a comment - This is a must for our organisation, so much so that we may end up changing service desk over it.

            Li Xu added a comment -

            Very useful feature other service desk software has it would be great to be added

            Li Xu added a comment - Very useful feature other service desk software has it would be great to be added

            ITS Jira Admin added a comment -

            This would be very helpful for our use case, has any progress been made?

            ITS Jira Admin added a comment - This would be very helpful for our use case, has any progress been made?

            Eric Meyer added a comment -

            To me, the basic notifications are setup as I would want them too for when a ticket gets assigned that the Reporter should get an email showing the change. However even though its setup correctly at a first glance, the Reporter does not and we would like this feature to work. Side bar request just to mention is to add the Request Type Icon and Name in the notification without having to hack around the DB to get it in the email notification

            Eric Meyer added a comment - To me, the basic notifications are setup as I would want them too for when a ticket gets assigned that the Reporter should get an email showing the change. However even though its setup correctly at a first glance, the Reporter does not and we would like this feature to work. Side bar request just to mention is to add the Request Type Icon and Name in the notification without having to hack around the DB to get it in the email notification

              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: