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Reporter not getting notifications

Daniel Jackson_e5en3t

When we create a Helpdesk ticket on the Jira Service Desk on behalf of the reporter, they are not currently getting any email notification.

The ticket is created as Request type "none", when we change this to "Emailed request" the reporter will then get all notifications from status changes and comments etc.

Can anyone help to get these notifications working, or to make it default to a request type that sends notifications when created manually within the Service Desk?

Thanks in advance for your help.

Accepted answers

Jack Brickey

This is caused by using the "+" to create the issue rather than the "Raise a request" method. If your agents are unwilling to use the preferred/designed method in favor of "+" then they must be sure to do the following:

choose the proper Issuetype
choose the proper request type
set the reporter to be the customer

All comments

Jack Brickey

choose the proper Issuetype
choose the proper request type
set the reporter to be the customer

Daniel Jackson_e5en3t

Thanks for your reply Jack.

Where would I find the "Raise a Request" method - do you mean through the portal?

When using the + method, we set IssueType correctly, we do not have the option to select request type and we do set the reporter to be the customer.

I have now added the Request type field to the screen, so we should now be able to add all three to the ticket when creating it using the + method.

Thanks, Daniel.

Jack Brickey

in the sidebar of the project ...

raise request.jpg

Daniel Jackson_e5en3t

Ah yes, this takes us to the portal.

That's great, I think we have the + option working and I will make the team aware of the "Raise a request" option which will certainly send this notification.

Thanks for your help with this and apologies for being a total newbie!

Cheers

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