As of JIRA Service Desk 2.1, it is possible to use the Raise this request on behalf of feature from within the Customer Portal to create a request for a customer, and they will receive the email.
But for the times I need to create a ticket in JIRA and change the Reporter role, it would be nice for the customer to get an email notification when I have edited the Request Type and made it viewable from within the portal.
Currently I can add an external comment to the ticket, and the customer will receive this message, but it would be good to be automated.
- Create ticket in JIRA (for a SD project) and change reporter to customer
- Set the customer request type for the ticket
- Customer receives an email stating that request is available to view
As an agent, use the Raise this request on behalf of feature within the Customer Portal.
Notifications will be sent correctly on issue create, in this scenario.