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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.

    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.

      Attachments

        Issue Links

          duplicates

          Suggestion - JSDSERVER-1337 Notify Customer When Ticket Raised "On Behalf Of"

          • Closed

          Suggestion - JSDSERVER-1465 Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)

          • Closed
          is incorporated by

          Suggestion - JSDSERVER-3221 Improve Notification for Raising Request on behalf of Customer

          • Closed

          Suggestion - JSDSERVER-4506 Customer Notifications for Issue Updated Event

          • Gathering Interest
          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-859 Notification is not sent if issue is created on behalf of a user

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-1250 Issue raised in behalf of SD Customers doesn't trigger Issue Create notification

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-1421 User doesn't get notifications if they are added to the reporter field after creation

          • Low - Low priority issues
          • Closed

          Suggestion - JSDSERVER-2962 Dynamically setting "Service Desk Request Type" when creating an issue in Jira

          • Closed

          Suggestion - JSDSERVER-3709 Send a separate notification when an Agent creates an issue on behalf of a customer

          • Closed
          relates to

          Suggestion - 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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              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
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              Dates

                Created:
                Updated:

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