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  1. Jira Service Management Data Center
  2. JSDSERVER-1465

Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
    • None
    • Customer Portal
    • 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.

      Steps to Reproduce:

      1. Have a JIRA + JSD project running
      2. Turn JSD notification on
      3. Raise a ticket on customer's behalf (set customer as the reporter)
        1. Comment on this issue
        2. Change issue's status

      Expected Results:

      1. Reporter/Customer should be notified when a comment is added on the issue (3.1)
      2. Reporter/Customer should be notified when there is a change in the request's status (3.2)

      Actual Results:

      1. No notification is sent to Reporter/Customer regarding the issue.

      Workaround:
      Disable JIRA Service Desk notification (Cog Icon > Add-ons > JIRA Service Desk Configuration), this way, JIRA notification scheme will work as defined for all events and users.

      Notes:
      The notifications aren't working for Request Participants as well.

      Documentation of JSD Notifications: https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications

          Form Name

            [JSDSERVER-1465] Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012173 ] New: JAC Suggestion Workflow 3 [ 3649642 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663788 ] New: JAC Suggestion Workflow [ 3012173 ]

            chintan.shah@kingfisherinc.com added a comment -

            Any resolution to this issue. I am facing the same error.

             

             

            chintan.shah@kingfisherinc.com added a comment - Any resolution to this issue. I am facing the same error.    
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322193 ] New: Confluence Workflow - Public Facing v4 [ 2663788 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053591 ] New: JSD Suggestion Workflow - TEMP [ 2322193 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048734 ] New: JSD Suggestion Workflow [ 2053591 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280031 ] New: JSD Suggestion Workflow - TEMP [ 2048734 ]
            jonah (Inactive) made changes -
            Description Original: *Steps to Reproduce:*
            # Have a JIRA + JSD project running
            # Turn JSD notification on
            # Raise a ticket on customer's behalf (set customer as the reporter)
            ## Comment on this issue
            ## Change issue's status

            *Expected Results:*
            # Reporter/Customer should be notified when a comment is added on the issue (3.1)
            # Reporter/Customer should be notified when there is a change in the request's status (3.2)

            *Actual Results:*
            # No notification is sent to Reporter/Customer regarding the issue.

            *Workaround:*
            -Disable JIRA Service Desk notification (Cog Icon > Add-ons > JIRA Service Desk Configuration), this way, JIRA notification scheme will work as defined for all events and users.-

            *Notes:*
            The notifications aren't working for Request Participants as well.

            Documentation of JSD Notifications: https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1465].
              {panel}

            *Steps to Reproduce:*
            # Have a JIRA + JSD project running
            # Turn JSD notification on
            # Raise a ticket on customer's behalf (set customer as the reporter)
            ## Comment on this issue
            ## Change issue's status

            *Expected Results:*
            # Reporter/Customer should be notified when a comment is added on the issue (3.1)
            # Reporter/Customer should be notified when there is a change in the request's status (3.2)

            *Actual Results:*
            # No notification is sent to Reporter/Customer regarding the issue.

            *Workaround:*
            -Disable JIRA Service Desk notification (Cog Icon > Add-ons > JIRA Service Desk Configuration), this way, JIRA notification scheme will work as defined for all events and users.-

            *Notes:*
            The notifications aren't working for Request Participants as well.

            Documentation of JSD Notifications: https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1465 [ JSDCLOUD-1465 ]
            Marty made changes -
            Component/s New: Customer Portal [ 26191 ]
            Component/s Original: Request Participants [ 34393 ]

              Unassigned Unassigned
              ediel Elisa [Atlassian]
              Votes:
              1 Vote for this issue
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: