Customer get nearly all notifications exept issue solved

[b.schmitt]

Hi, I have a problem with the customer notifications at our Jira Service Desk.

Current status: Incoming e-mails are handled via the JEHMC plug-in, outgoing e-mails via the notification functions integrated in Jira.

I have added a customer as Service Desk customer in the project settings. I have also activated and configured the customer notifications for "Request created", "Public comment added" and "Request resolved" in the settings.

After a problem is sent to a support address, the problem is created and the customer receives a message that the ticket has been created. This works fine. If a Service Desk employee now creates a public comment, it works. However, the problem is that the customer is not notified when a process for which he is the author has been resolved by an employee.

How do I get notifications for my customer who created the problem when the problem is solved?

I spent hours searching for the problem, making various settings suggested here in the community, and performing several tests. Nothing helped. Maybe someone here knows why.

Update: For testing purposes, I created two automation rules that are triggered when a problem reaches a certain state for about 1 minute. Somehow there is only one comment created for "issue in process", but not for "issue solved", about which the customer should be informed. There may be something wrong with the status/workflow that causes the customer not to be notified when a problem is solved.

[Andy Heinzer · Accepted solution]

Hi,

Service desk is expecting to send a customer notification for a closed issue only when the issue is set with a resolution value and transitioned to that completed/done/etc status. That resolution is being set either by the workflow as a post function OR by a transition screen, where the agent selects a specific resolution value when transitioning the issue.  

Either can work with Service Desk, but I have seen strange behaviors when a workflow is configured to use both methods at the same time, or the project's field configuration is set to make the resolution field required.

If you see a screen when transitioning to this close status that has the ability to set a value for resolution, then you would either need to edit that screen to remove the resolution from that screen OR edit the workflow to adjust the postfunction on that transition so that it is not trying to set the resolution value twice during the same transition.

If that isn't the case here, then there is another scenario where by licensed Jira users, such as Service Desk Agents, could create issues in Jira that are not being treated as true service desk requests.  When that happens Service Desk can't use it's customer notification methods on that issue.  You can tell if this is the case by looking at the issue to see if it has a value for the Request Type field.  If it says 'No Match' then this issue doesn't have a value and customer notifications won't work for this issue.  There is a helpful KB to prevent this problem over in Automatically set Customer Request Type When Issue is Created via JIRA.

Check these first and let me know if this helps.

Andy