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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

              Unassigned Unassigned
              ediel Elisa [Atlassian]
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                Created:
                Updated:
                Resolved: