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  1. Jira Service Management Data Center
  2. JSDSERVER-1700

When Raise Request on behalf of customer from JIRA and change request type a notification should be sent

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    • 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.

      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.

      Flow

      • Create ticket in JIRA (for a SD project) and change reporter to customer
      • Set the customer request type for the ticket

      Expected outcome

      • Customer receives an email stating that request is available to view

      Workaround

      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.

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            [JSDSERVER-1700] When Raise Request on behalf of customer from JIRA and change request type a notification should be sent

            Operations added a comment -

            We have same problem....
            Did you already manage to solve it?

            Operations added a comment - We have same problem.... Did you already manage to solve it?

            John Luyun added a comment -

            Any updates on this? Customers are still not getting notified when an issue has been created in "Create Issue" screen.

            John Luyun added a comment - Any updates on this? Customers are still not getting notified when an issue has been created in "Create Issue" screen.

            Maurizio added a comment -

            Hi Everyone,

            We just wanted to share our workaround with everyone in case someone else is looking for a solution.

            We ended up adding an Automation Rule which was triggered in the Issue Create Event, and If the Customer Request Type was EMPTY, we then Set the Customer Request Type to a value and we also sent an email to the reporter.

            This solution takes care of the current shortcoming of when an Agent creates an issue from within JIRA, the Request type not getting set and most importantly the Reporter not getting an email that the issue was created.

             

             

            Maurizio added a comment - Hi Everyone, We just wanted to share our workaround with everyone in case someone else is looking for a solution. We ended up adding an Automation Rule which was triggered in the Issue Create Event, and If the Customer Request Type was EMPTY, we then Set the Customer Request Type to a value and we also sent an email to the reporter. This solution takes care of the current shortcoming of when an Agent creates an issue from within JIRA, the Request type not getting set and most importantly the Reporter not getting an email that the issue was created.    

            Sam Omidi (Inactive) added a comment -

            Workaround

            It does not happen as you can't define any request Type for issues. SD works with Request Types!
            As an admin you can create issue on behalf of customer through your(Admin) customer portal.
            In Customer Portal name of the field is "Raise this request on behalf of" so you can select your customer there

            Sam Omidi (Inactive) added a comment - Workaround It does not happen as you can't define any request Type for issues. SD works with Request Types! As an admin you can create issue on behalf of customer through your(Admin) customer portal. In Customer Portal name of the field is "Raise this request on behalf of" so you can select your customer there

              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
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                Created:
                Updated: