Notifying the customer/Reporter that the issue has been assigned to an agent

Question

When a ticket has been assigned to an agent. Jira will send a notification to the agents.

But the customer/reporter does not receive this notification even though the Default Notification Scheme shows the Reporter will receive the Issue Assigned notification.

Is there a way to enable the notification for the customer/Reporter?

Thanks in advance,

Lance

Peter Bengov · Answer

Happy to help. If indeed the answer was satisfactory - please accept it

LanceTo · Answer

Thanks @Peter Bengov - I appreciate your assistance with this issue.

Peter Bengov · Answer

You are correct Lance, Reporter and customer are not treated the same way. The notification scheme is more complex when dealing with external customers.

In terms of setting up an automation rule - you will need to create a new one. It could be something simple like Trigger > Action which can translate to: status change (as the trigger) > add an external comment (as the action).

More info about these rules can be found here: https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html#Automatingyourservicedesk-createACustomRuleCreateacustomautomationrule