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Notifications in JSD for a customer-entered issue

Jeff Mooallem

We implemented Jira Service Desk with mostly default settings. We've created a customer organization and customer users in that organization.

We want to receive a notification sent to defined internal users whenever such a customer creates an issue from the portal.

Clearly we haven't set up the notifications properly because we're not getting them.

Can someone please provide a link to how this is easily done, or tell me the key setting?

Thanks!

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Susan Hauth _Jira Queen_

Hi Jeff,

In your project settings - Notifications - issue created - you could add the internal users you want to notify when an issue is created. That will be a jira notification vs a customer notification.

Is that what you are looking for?

Susan

Jeff Mooallem

Hi Susan

I already have it set up to provide a notification to a role (Service Desk Team)... I think. See the attached screen-shot of this line.

Several internal users in that project have that role, yet have not been receiving this notification when an issue is created. So I assume there is something I didn't do right.

Any helpful suggestions?

Thank you!

Screenshot 2019-09-03 at 1.37.28 PM.png

Susan Hauth _Jira Queen_

Hi Jeff,

That looks right. The only thing you can do is check that in the workflow when the issue is created, that it's the "Issue created" event that is fired in the post functions. I'd be surprised if it wasn't.

Add yourself to that role and try it out.

Cheers

Susan

Jeff Mooallem

Yes, I'm in that role already. When you say to check the workflow, do you mean to click on Settings->Workflows? I assume you don't mean that.

I also tried removing this notification to the role and added notification to a single user (me). I then entered a new issue from the portal, and it still did not send me a notification.

The notification scheme shows it is "shared by 1 project" and the project is the one I want. But it is like the scheme is not activated, if there is such a thing.

Susan Hauth _Jira Queen_

Hi Jeff,

Yes I do mean take settings - workflow - edit and then look at the initial create transition.

Susan

Jeff Mooallem

I both really apologize for and appreciate all the time you're giving this newbie.

In worklfow under this project, I see these two and I believe they were defaults. They seem to make sense in terms of the issue status flow, but I don't see how this impacts the notifications because I thought "open" is part of issue created.

Screenshot 2019-09-03 at 2.58.22 PM.png

Susan Hauth _Jira Queen_

Hi Jeff,

In order for you to see the post function event you would need to be a jira admin. How to configure post functions (or even just see what they are) can be found here:

https://confluence.atlassian.com/adminjiracloud/advanced-workflow-configuration-776636620.html

Do me a favor and try adding yourself to the "generic event" in the notification scheme. See if you get a notification.

Susan

Jeff Mooallem

Thank you. I actually am the admin... and I'll try to work through this as you describe.

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