Configure user notification when incident created

[Ryan Christiansen]

Hi all, 

We have had Jira Software for quite time, and have finally gotten around to adding Jira Service desk, to give our users beter visibility of requests/incidents.

Our work flow goes like this:

• User emails issue to team email
• Service desk Manually create ticket, on an as needed basis. auto logging is not desired at this point in time.
• Ticket can be logged with the "user" as the requestor

At this point, I would like to see the requestor recieve a notification that their ticket has been logged, and if possible, the portal link to their ticket.

I am sure i have probably missed something in the setup/config after adding in service desk. Any/all advice or questions welcome :)

[Kian Stack Mumo Systems · Accepted solution]

Hey Ryan! What you need to do is make sure that they are raising "Requests" on behalf of people. 

JIRA Service Desk has a couple of new concepts that it sounds like you are aware of! Make sure that your agents are creating them using the "Raise a request" option instead of just creating a ticket. When they select the customer as the person they are raising on behalf of, it will email them. 

[Ryan Christiansen]

Thank you for that suggestion Kian!

Notification worked a treat.

Thank you for your time friend!