Hi,

I can confirm this is still a problem in JIRA server 7.5.0 and JSD 3.8.1. We recently added a feature to clone issue from one JSD project to another and we add agents from one project as request participants in the process, so they can be notified of updates on the issue as it progresses. This feature was added to aid in cross-dept hand-off of work and the lack of notifications is a problem.

Any ETA on a fix, or perhaps there is a workaround available?

Thanks,
Kevin Beattie

Hi

I have linked some other open issues to this ticket that I would recommend voting for, and watching for updates.

The issue here is that the Customer Request Type field can not be added to the Field Screens. As well as this, we can not currently automatically assign a request type using an Automation rule. But if either of those would be useful for you, I recommend commenting on appropriate issue.

Finally, when a ticket is created through JIRA and has no Request Type associated, the reporter and Request Participants will miss out on Service Desk specific emails. We have another open issue that has a potential solution to address this as well.

While I can not provide an ETAs for any of the mentioned issues, the best I can say is to watch those tickets for updates.

Regards
Matt
JIRA Service Desk developer

Another note on this, I cant search this field either, which means it's not easy to find which have been missed?

Further to this, which I believe is related, even though I have the "Request Participants" field enabled on my "Create Issue" screen, it doesn't show up?

The "Edit Screen" displays the field once the Service Desk Request Type is set.

Are these related, and if yes, hopefully the answer you provide for the first question will fix this up!

Thanks in advance!

Some helpful screenshots