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

Hi Diep,

To answer your question. The reporter happens to be a JIRA user and yes, he can access the issue.

Hi Matt,

The issue is not visible within service desk, but the JIRA notification scheme we used is the default, which tells an email should be sent to the reporter. Unfortunately, this is not the case. This tells me it still is a bug. Shall I give you a demo how to reproduce this bug?

Hi,

If the ticket is created inside a Service Desk project, but from the JIRA Create Issue link, then by default the ticket will not have a valid Customer Request Type.

Therefore, it is not treated as a Service Desk ticket, and is the reason why the customer does not see it in the portal or receive notifications. For this to work, after creating the ticket, the Customer Request Type must be set to something valid.

Alternatively, the support agents can create the ticket inside the Customer Portal, and using the Raise this request on behalf of field, select the actual user to set as the reporter. This feature was added in the 2.1.0 release of Service Desk.

A related suggestion is JSD-1700, and this may be something you are interested in voting for, as currently, if a ticket is created inside JIRA and then the reporter and request type is later set, the initial issue creation email will never be sent. However that ticket is a suggestion for handling that scenario differently. Please add your vote and watch for updates, if something that would be of benefit in your usecase.

Matt

Hi there,

I have just found a document explaining this issue. https://confluence.atlassian.com/display/JIRAKB/Notifications+are+not+being+sent+to+Service+Desk+customers

Are there any plans to include service desk customers in a notification scheme in the same way that the Atlassian Service Desk works?

I do not know if there is something planned for this. Maybe mmcmahon will know.

create a ticket with a "normal" JIRA user as reporter. This JIRA user happens to be a customer also

Can you check whether the reporter can access that ticket?

Regards,
Diep

Hi Diep,

In the test case, I used to create a ticket with a "normal" JIRA user as reporter. This JIRA user happens to be a customer also. Can you reproduce this?

Side question would be: is it possible to create a JIRA issue with a customer as reporter?

Are there any plans to include service desk customers in a notification scheme in the same way that the Atlassian Service Desk works? I would have thought that this is a prerequisit for a Service Desk since one of its key functions is to communicate issue progress to end users. Do you perhaps provide an addon for this functionality?

Hi bert.van.dijk,

The ticket you create in step 3) is not a ServiceDesk ticket, it will be handled by JIRA notification system. JIRA only sends notifications to active users.
ServiceDesk customers are normally not a JIRA user so they will not receive the notifications.

Regards,
Diep

1) Create a Service Desk project.
2) Create a request like you describe, Trinh, with the changed reporter. See that everything works well.
3) Create an additional ticket with the "Create" button in "normal" JIRA for this project. (Not within Service Desk).
4) Change the reporter on the creation page
5) Click "Create", and see that the creator doesn't receive an email.

Hi there,

I am not able to reproduce this with ServiceDesk v2.5.6 and newer.

The steps I tried are:
1. Use an agent to create a ServiceDesk request
2. Change the reporter field of the request to a customer
3. Use the agent to comment on the request / resolve the request, the customer will get notification emails about these events.

If you are still seeing this bug, can you specify the version of ServiceDesk you are using and the steps to reproduce it?

Regards,
Diep

This is an essential feature in order to convince customers that the service desk is a viable and more scalable alternative to email, providing them with improved visibility of their issue via automated email updates.