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  1. Jira Service Management Data Center
  2. JSDSERVER-1337

Notify Customer When Ticket Raised "On Behalf Of"

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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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.

      When a service desk agent raises a ticket on behalf of a customer, the customer does not receive an email notification confirming the ticket was raised.

      They do receive an email notification if they raise the ticket themselves.

      It would be better if the customer received a notification - at the moment, the service desk agent needs to create the ticket on their behalf, then manually forward all the ticket details to the customer.

          Form Name

            [JSDSERVER-1337] Notify Customer When Ticket Raised "On Behalf Of"

            Matthew McMahon (Inactive) added a comment - - edited

            I have closed this issue as a duplicate, and created a suggestion (JSD-1700) that I think would address the flow.

            Please add any comments or additional information/suggestions to that ticket.

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - - edited I have closed this issue as a duplicate, and created a suggestion ( JSD-1700 ) that I think would address the flow. Please add any comments or additional information/suggestions to that ticket. Regards Matt

            Matthew McMahon (Inactive) added a comment - - edited

            Hi nick.watts,

            Is the request being raised on behalf of the customer from inside the Customer Portal? This is a new feature that was first introduced in JIRA Service Desk 2.1

            If so, then the customer should be receiving the email, but if this is not happening, then I would like to request if you could create a support ticket at https://support.atlassian.com ? That way we can provide you with support specific to your circumstances and with higher security. The credentials should be the same as for this site (https://jira.atlassian.com).

            However, if the request is being created from with the JIRA create context then it is expected behaviour that customers will not receive all notifications. https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications provides some more details.

            Hope this helps.

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - - edited Hi nick.watts , Is the request being raised on behalf of the customer from inside the Customer Portal? This is a new feature that was first introduced in JIRA Service Desk 2.1 If so, then the customer should be receiving the email, but if this is not happening, then I would like to request if you could create a support ticket at https://support.atlassian.com ? That way we can provide you with support specific to your circumstances and with higher security. The credentials should be the same as for this site ( https://jira.atlassian.com ). However, if the request is being created from with the JIRA create context then it is expected behaviour that customers will not receive all notifications. https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications provides some more details. Hope this helps. Regards Matt JIRA Service Desk developer

              Unassigned Unassigned
              560531450cbc Nick Watts
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