Assigning a ticket created in Service Desk to the email channel

[James Whayman]

Hi all. I've just set-up service desk and most of my clients are still sending me requests via my work email and Trello accounts.

I want to create these requests manually in Jira Service Desk, by adding them as a customer and then creating a new issue with them as the reporter.

However, when I do this, the issue is added to the Jira channel, and they are not notified by email that their issue has been registered in the system, like they would if they would have emailed me.

How can I manually create an issue and assign it to the email channel, so that the reporter I assign will start receiving emails about the ticket as I work on it?

Thanks in advance!

[Brant Schroeder · Accepted solution]

If you have an email account associated with the service desk which you should since you are in the cloud and you use the raise a request feature the customer should be notified.  Customer notifications should go out regardless of the channel used.  I would check your customer notifications to ensure that they are setup properly and not excluding the person who caused the action.  I am also assuming that you did not make changes to the notification scheme.

[James Whayman]

Hey, Brant. Thank you, I wasn't aware of the "Raise a request" option, but I've got it now. I was using the small sidebar on the far left to "Create an issue".

[Aaron Williams]

I raised this point with the Jira Service Desk booth at Summit last week, they described the use of the + button on the left as creation of internal tickets; this would be used when you are trying to create a case with a specific team in Jira Software relating to the current ticket you have open.

It does not work to create customer notifications, which - as you've now discovered - should be created from the Raise a Request options