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  1. Jira Service Management Data Center
  2. JSDSERVER-1421

User doesn't get notifications if they are added to the reporter field after creation

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      Our Support team might create a ticket for a problem. They then will go through and change the reporter to a support customer. The new reporter does not receive notifications.

      The only fix I observed to this was to add the Support Customer to the Users group, which we don't want to do for each customer, as you might imagine.

          Form Name

            [JSDSERVER-1421] User doesn't get notifications if they are added to the reporter field after creation

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305319 ] New: JAC Bug Workflow v3 [ 3125790 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059271 ] New: JSD Bug Workflow v5 - TEMP [ 2305319 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056684 ] New: JSD Bug Workflow v5 [ 2059271 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956408 ] New: JSD Bug Workflow v5 - TEMP [ 2056684 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1616135 ] New: JSD Bug Workflow v5 [ 1956408 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1603340 ] New: JSD Bug Workflow v4 [ 1616135 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1399282 ] New: JSD Bug Workflow v2 [ 1603340 ]
            Owen Sanico [Administrative Account] made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 795284 ] New: JSD Bug Workflow [ 1399282 ]

            Matthew McMahon (Inactive) added a comment -

            Hi,

            A video would help, if my understanding is a bit off.

            If the customer is a JIRA user and Service Desk notifications are turned off, then it should use the JIRA Notification Scheme. In this situation, a non-JIRA user (Service Desk only) user will never receive emails from JIRA.

            If the customer is JIRA or non-JIRA and Service Desk notifications are on, if the issue is created from the JIRA Create Issue button, then the create issue notification will never be seen, as there is no Customer Request Type set for the issue, yet.

            In regards to seeing the issue in the Customer Portal, if there is no Customer Request Type, then it will not be visible. If a Customer Request Type is set, then the reporter should see it in the portal now.

            Matt

            Matthew McMahon (Inactive) added a comment - Hi, A video would help, if my understanding is a bit off. If the customer is a JIRA user and Service Desk notifications are turned off, then it should use the JIRA Notification Scheme. In this situation, a non-JIRA user (Service Desk only) user will never receive emails from JIRA. If the customer is JIRA or non-JIRA and Service Desk notifications are on, if the issue is created from the JIRA Create Issue button, then the create issue notification will never be seen, as there is no Customer Request Type set for the issue, yet. In regards to seeing the issue in the Customer Portal, if there is no Customer Request Type, then it will not be visible. If a Customer Request Type is set, then the reporter should see it in the portal now. Matt

              dpham Duy Pham (Inactive)
              d5d55de7ab71 Michael Newman
              Affected customers:
              4 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: