Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

No email notofocation to client when rate request on his behalf.

ITSM Administrator Zeller Media
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
March 18, 2021

When the client sends email to notify a problem. I can see it on the platform and customer gets email.

When customer calls, and i manually put him into "rate request on behalf off" . The cutsomer does not receive any email, not a status, not remarks we put into the customer send message, and when work done no email with how many stars he rates.

 

Thanks for your reply

 

Patrick

1 answer

0 votes
Dirk Ronsmans
Community Champion
March 18, 2021

Hi @ITSM Administrator Zeller Media / Patrick :) and welcome to the community!

Let's dive in to this one a bit more, could you maybe show a (redacted) screenshot of one of those issues?

Normally the emails for a customer are triggered through your customer notifications on your project.

  • My first question would be (and that might give me a clue), does this customer see the request on the portal after they log in ? (under my requests)?
  • Also, can you verify in your customer notifications that there are rules set up to send emails?
  • Is this only when you do a raise on behalf or also when they create it themselves on the portal / through email?
  • Is the customer actually set as the reporter?
  • Is there a Request type linked to the issue after creation?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events