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  1. Jira Service Desk Server and 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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    • UIS:
      5
    • Support reference count:
      22
    • Feedback Policy:
      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.

      Description

      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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              Assignee:
              Unassigned
              Reporter:
              mmcmahon Matthew McMahon
              Votes:
              16 Vote for this issue
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              21 Start watching this issue

                Dates

                Created:
                Updated: