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  1. Jira Service Management Data Center
  2. JSDSERVER-3709

Send a separate notification when an Agent creates an issue on behalf of a customer

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • Email - Outgoing
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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.

      Problem statement

      Service Desk currently allows Agents to create requests on behalf of customers.
      These issues are treated as if they have been created by the customer, and generate a notification that indicates this. This can create confusion on what the source of an issue has been, as there currently is no way for a customer to see the difference between issues created by them, or on their behalf. Only Agents are capable to see the difference, for which they have to check the History tab of the issue in JIRA (not Service Desk)

      Suggestion

      Whenever an agent creates an issue on behalf of another user, send out a notification that reflects this, instead of using the current create request notification. This way, a customer can see the difference between issues created by themself, and those created on their behalf.

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

            Charlie Marriott added a comment -
            Atlassian Update – 18 Jan 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 18 Jan 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated:
                Resolved: