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Suggestion
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Resolution: Unresolved
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None
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4
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22
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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.
- duplicates
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JSDSERVER-1337 Notify Customer When Ticket Raised "On Behalf Of"
- Closed
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JSDSERVER-1465 Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)
- Closed
- is incorporated by
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JSDSERVER-3221 Improve Notification for Raising Request on behalf of Customer
- Closed
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JSDSERVER-4506 Customer Notifications for Issue Updated Event
- Gathering Interest
- is related to
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JSDSERVER-859 Notification is not sent if issue is created on behalf of a user
- Closed
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JSDSERVER-1250 Issue raised in behalf of SD Customers doesn't trigger Issue Create notification
- Closed
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JSDSERVER-1421 User doesn't get notifications if they are added to the reporter field after creation
- Closed
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JSDSERVER-2962 Dynamically setting "Service Desk Request Type" when creating an issue in Jira
- Closed
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JSDSERVER-3709 Send a separate notification when an Agent creates an issue on behalf of a customer
- Closed
- relates to
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JSDCLOUD-1700 When Raise Request on behalf of customer from JIRA and change request type a notification should be sent
- Closed
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- mentioned in
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