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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)

            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.    

            Tyler Tinney added a comment -

            Hi Matt,

            I had previously opened a support ticket and then that ticket was closed JST-126040 and was set to "Confirmed Bug"

            The issue is when I use the "create" button inside JSD to create a ticket on behalf of a user and I set that user as the "reporter" the user that I have set as the "reporter" does not get any notifications.

            Tyler Tinney added a comment - Hi Matt, I had previously opened a support ticket and then that ticket was closed JST-126040 and was set to "Confirmed Bug" The issue is when I use the "create" button inside JSD to create a ticket on behalf of a user and I set that user as the "reporter" the user that I have set as the "reporter" does not get any notifications.

            Matthew McMahon (Inactive) added a comment - - edited

            Hi ttinney

            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.

            I am closing this issue as a duplicate, and created a suggestion (JSD-1700) that I think would address the flow for reporters / request participants from the JIRA context. However in each case, it is required that the Request Type has been set for the ticket, if it was originally created from within JIRA.

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

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - - edited Hi ttinney 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. I am closing this issue as a duplicate, and created a suggestion ( JSD-1700 ) that I think would address the flow for reporters / request participants from the JIRA context. However in each case, it is required that the Request Type has been set for the ticket, if it was originally created from within JIRA. Please add any comments or additional information/suggestions to that ticket. Regards Matt JIRA Service Desk developer

            Tyler Tinney added a comment -

            Any possible time frame on this one ? I am quite often creating tickets for users and I find that in order to track in Jira and communicate I am also sending an email to the user of updates etc, which is obviously not what the goal is.

            Tyler Tinney added a comment - Any possible time frame on this one ? I am quite often creating tickets for users and I find that in order to track in Jira and communicate I am also sending an email to the user of updates etc, which is obviously not what the goal is.

              Unassigned Unassigned
              ediel Elisa [Atlassian]
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              1 Vote for this issue
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                Created:
                Updated:
                Resolved: