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  1. Jira Service Management Data Center
  2. JSDSERVER-1250

Issue raised in behalf of SD Customers doesn't trigger Issue Create notification

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    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Low Low
    • None
    • None
    • Email - Outgoing

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

      Steps to Reproduce:

      1. Add a newly created user (with default application access groups on creation) to the Service Desk Customer role.
      2. Configure Notification Scheme to make sure that this new user is part of the Issue Create event . Alternatively can also include Reporter to the event.
      3. Create a new ticket and assign the Reporter role to the user (on creation).

      Expected Results:

      The user should receive a notification.

      Actual Results:

      The user doesn't receive the email notification on the created issue.

      Workaround:

      This seems to only affect Service Desk Customers specifically. If added into another role; the user will be able to receive the notification normally on issue create.

          Form Name

            [JSDSERVER-1250] Issue raised in behalf of SD Customers doesn't trigger Issue Create notification

            Matthew McMahon (Inactive) added a comment -

            Version 2.1 of JIRA Service Desk has added the Raise this request on behalf of feature in the customer portal.

            WIth this, an agent can enter the customer portal (from the queue page to not hinder productivity) and raise a request on behalf of a customer. From within the portal, the customer will receive the created notification.

            Currently the flow is not possible from JIRA. Some additional information is provided at https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications

            JSD-1700 has been raised as a suggestion to do something similar from JIRA context, and any feedback or additional information will be appreciated on that ticket.

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Version 2.1 of JIRA Service Desk has added the Raise this request on behalf of feature in the customer portal. WIth this, an agent can enter the customer portal (from the queue page to not hinder productivity) and raise a request on behalf of a customer. From within the portal, the customer will receive the created notification. Currently the flow is not possible from JIRA. Some additional information is provided at https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications JSD-1700 has been raised as a suggestion to do something similar from JIRA context, and any feedback or additional information will be appreciated on that ticket. Regards Matt JIRA Service Desk developer

            Andrey Pechnikov added a comment -

            Hello.
            I'm not agree with the priority of the issue.
            Customers should now that the request has been created, this is one of major functions of service desk.

            Andrey Pechnikov added a comment - Hello. I'm not agree with the priority of the issue. Customers should now that the request has been created, this is one of major functions of service desk.

            s added a comment -

            When will this issue be resolved - clients require email notifications to be enabled for Jira service desk when the global Notifications setting for JIRA Service Desk is disabled.

            s added a comment - When will this issue be resolved - clients require email notifications to be enabled for Jira service desk when the global Notifications setting for JIRA Service Desk is disabled.

            s added a comment -

            Hi

            Please can this be resolved since for JSD - it is necessary that customers receive notification when an issue is logged using the email option.

            Regards

            Showkat

            s added a comment - Hi Please can this be resolved since for JSD - it is necessary that customers receive notification when an issue is logged using the email option. Regards Showkat

              mmcmahon Matthew McMahon (Inactive)
              vchin Vincent Chin (Inactive)
              Affected customers:
              6 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: