Notifications not working for "Portal" channel issues in JSD

[Dave Francis]

In JSD 3.4.1 on Jira 7.3.4,  I have a servicedesk project to manage changes (change management). I've got a transition that fires a custom event to send a notification about the change to parties involved (watchers, reporter, assignee).

The event sends notifications if the channel is "Jira".

The event does not send notifications if the channel is "portal".

So as an Agent, I can create two otherwise identical issues, but one will not send notifications because it was made via the portal. At the moment I am testing with agents, and set them as watchers, assignee, reporter etc.

I want to use the portal because eventually end users will submit the requests, but also because we have tempalted change types where a  bunch of the fileds are already set.

Any ideas why?

[Fabio Racobaldo _Herzum_]

Hi @Dave Francis ,

notifications are different for internal and customer users (https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/). In order to setup properly notification for customer you need to define rules as explained here https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

Hope this helps,

Fabio