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  1. Jira Service Management Data Center
  2. JSDSERVER-1591

SD doesn't send notifications to customers (reporter, request participiants) if SD Notfifcation scheme is off

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      Hello.
      This happens because somehow JIRA doesnt recognise customers and request participiants as reporters or users in customfield.
      I tried to add customers to different roles. After adding customer to project Administrators Notifications start going

            [JSDSERVER-1591] SD doesn't send notifications to customers (reporter, request participiants) if SD Notfifcation scheme is off

            ari (Inactive) added a comment -

            Dear Andrey,
            for email template customisation, please refer to
            https://jira.atlassian.com/browse/JSD-218

            ari (Inactive) added a comment - Dear Andrey, for email template customisation, please refer to https://jira.atlassian.com/browse/JSD-218

            Borlas Team added a comment -

            By the way, it would be nice if administrators could configure notifications send to customers.
            As JIRA Service Desk is now separate product, this is functionality this product really need.

            P.S. Andrey Pechnikov,
            Borlas Ltd.

            Borlas Team added a comment - By the way, it would be nice if administrators could configure notifications send to customers. As JIRA Service Desk is now separate product, this is functionality this product really need. P.S. Andrey Pechnikov, Borlas Ltd.

            Borlas Team added a comment -

            Ariadna, thanks for the reply.
            When I rose it as a bug in documentation were only words like:

            • If SD notifications on, customers receive notifications according to SD Scheme, other users - according to project notification scheme
            • If SD notifications are off, all users are getting notified according to project notification scheme

            And these words mislead everyone, all thought that "all users" = customers + JIRA users.
            Later documentation updated and clarified that "users" are only JIRA users

            Borlas Team added a comment - Ariadna, thanks for the reply. When I rose it as a bug in documentation were only words like: If SD notifications on, customers receive notifications according to SD Scheme, other users - according to project notification scheme If SD notifications are off , all users are getting notified according to project notification scheme And these words mislead everyone, all thought that "all users" = customers + JIRA users. Later documentation updated and clarified that "users" are only JIRA users

            ari (Inactive) added a comment -

            Dear Andrey. This behaviour as according the requirements. If you want to have email notification to be sent to customers then you should use JSD email notification scheme.

            ari (Inactive) added a comment - Dear Andrey. This behaviour as according the requirements. If you want to have email notification to be sent to customers then you should use JSD email notification scheme.

              Unassigned Unassigned
              7a8c576413d3 Andrey Pechnikov
              Affected customers:
              0 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: