Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-5602

Send Agents notifications regardless of whether they are part of an organization

XMLWordPrintable

    • 3
    • 9
    • 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.

      Problem Definition

      Jira Service Desk agents are not sent regular notifications if they are also added to a ticket as part of an organization.

      Suggested Solution

      Always send Agents Jira notifications, regardless of whether they are part of an organization added to the ticket.

      Workaround

      Change the notification for Should customers receive Jira notifications? to Yes, send customers both Jira Service Desk and Jira notifications
      You’ll find this setting under Administration > Applications > Jira Service Desk > Configuration
      This will only affect Jira licensed users and Service Desk customers will continue to only receive customer notifications, so if customers are also Jira users, they will receive two notifications.

          Form Name

            [JSDSERVER-5602] Send Agents notifications regardless of whether they are part of an organization

            Conny Postma made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 467197 ]
            Bartosz Ornatowski made changes -
            Assignee New: Bartosz Ornatowski [ bornatowski ]
            Bartosz Ornatowski made changes -
            Resolution New: Answered [ 9 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Bartosz Ornatowski added a comment -

            Hi there,

            Thanks so much for your patience.

            We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation.

            You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html

            Thank you,

            The Jira Service Desk Team

            Bartosz Ornatowski added a comment - Hi there, Thanks so much for your patience. We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation. You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html Thank you, The Jira Service Desk Team
            Bartosz Ornatowski made changes -
            Link New: This issue relates to JSDSERVER-5697 [ JSDSERVER-5697 ]
            SET Analytics Bot made changes -
            UIS Original: 2 New: 3
            Tomasz Bartyzel made changes -
            Remote Link New: This issue links to "Page (Atlassian Documentation)" [ 467197 ]
            Bartosz Ornatowski made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 465411 ]
            Bartosz Ornatowski made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 464885 ]
            SET Analytics Bot made changes -
            UIS Original: 1 New: 2

              bornatowski Bartosz Ornatowski
              khannon Keri Duthie (Inactive)
              Votes:
              14 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: