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  1. Jira Service Management Data Center
  2. JSDSERVER-4248

When changing the reporter to a new customer, that customer should be notified

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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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 Definition

      When the reporter of a service desk request is changed to a new customer, that customer does not get any notification about this change.

      Suggested Solution

      Notify the customer when he/she has been assigned as reporter of a ticket.

      Workaround

      Notify manually the customer by adding a new comment.

            [JSDSERVER-4248] When changing the reporter to a new customer, that customer should be notified

            Charlie Marriott added a comment -
            Atlassian Update – 1 March 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 – 1 March 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

            ksg added a comment - - edited

            It also seems that the "new" reporter does not get any notifications at all. We ran into this issue as some others, too: Changing the reporter and receiving notifications.

            ksg added a comment - - edited It also seems that the "new" reporter does not get any notifications at all. We ran into this issue as some others, too: Changing the reporter and receiving notifications .

            PL.IS added a comment - - edited

            Service Desk creates often new issues as a result of phone calls or direct contact of users.

            They assign customer as a Reporter. But customer does NOT receive notification about created issue and ...comes again directly to Service Desk office.

             

            Sometimes SD decides to open linked issue but customer is not aware of this because notification does NOT work for Reporter.

            We need this option to work with customers. 

            PL.IS added a comment - - edited Service Desk creates often new issues as a result of phone calls or direct contact of users. They assign customer as a Reporter. But customer does NOT receive notification about created issue and ...comes again directly to Service Desk office.   Sometimes SD decides to open linked issue but customer is not aware of this because notification does NOT work for Reporter. We need this option to work with customers. 

              Unassigned Unassigned
              cmao Chen Mao (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: