Unable to send notification when creating a ticket and commeting

[Jan Šimek]

Hi,

I would like to ask if anybody do know, why when creating a ticket in project and commenting on it does not send notification to the customer?

I have set there an organization, which I belive should be the key point for system to know where to send email when replying to customer? Or do you have to setup some extra custom field, but then how do you say to the system where should it send the email?

Thanks for any advice - honestly I am at a loss.

[Jack Brickey · Accepted solution]

Customer notifications are configured under project settings > customer notifications. Was the issue created by the customer or the agent? If the agen created be sure that the Request type is set. The Organization doesn't directly impact the notifications for the reporter (customer).

[Jan Šimek]

Hi @Jack Brickey

notification was created by me - in this case as an agent and lead of the project as well.

Since I am still testing it before we will allow it into live I am still trying to catch any issues there.

And request type is set to Emailed Request.

[Jack Brickey]

Ok if you are the agent and you enter a public comment then the customer who is the reporter of the issue would get a notification as long as you have customer notifications appropriately configured. If you're having issues please provide details with screenshots.

[Jan Šimek]

Yes I understand that, but in the same time if you are as an agent creating an issue, then you are the one who is the reporter right? So that means either you need to change the reporter to the correct email address of the customer who should be the reporter? Btw I have to have there some issue, as it is telling me, that Reporter cannot be edited.

[Jack Brickey]

As an agent, the proper way to raise a request on behalf of the customer is to use the "raise a request" in the sidebar vs. the Create button. The reason for this is that it will force the agent to use the customer form. More importantly it requires the agent to select the request type whereas the create button only requires the agent to select the issue type which can leave the request time empty. As a result the customer would not see the issue in their portal View nor would they receive notifications. now as an agent you can usually create button but be sure to choose the proper request type and issue type and select the customer as a reporter when creating the issue. If the request type is not part of the create form that the agent uses then he will need to edit that after creation. This multiple edit scenario could result in the customer missing certain notifications. Please let me know if this does not make sense.

[Jan Šimek]

Oh I have completely missed the information about Raise a request on sidebar before. Actually it does make sense - I am just not much keen to do it, as we have already restrict portal from using. To me it does much more sense to do it directly in Jira project as a creation of issue then to go to portal and raise it there.