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Jira Service Desk: Reporters and 'Requested Participants' are not getting emailed updates since new

Michael Green_aknhde

Jira Service Desk: Reporters and 'Requested Participants' are not getting emailed updates since new the new issue view was put in place.

I created an issue for a customer then updated the reporter field to be them / their email address.

I also added them to the 'Requested Partipcants' fields as well just to test.

They are not getting ANY email updates when I add comments to the ticket:

https://solventgreen.atlassian.net/browse/BAS-911?oldIssueView=true

Has something changed with the new update ? Is there is a portal user model or something I have missed /

Accepted answers

All comments

Angélica Luz

Hello Michael,

Thank you for reaching out to Atlassian Community!

On Jira Service Desk what triggers a notification for customers are the Request types, so it's important that this field gets filled when a ticket is created.

When a customer sends an email or creates a ticket using the customer portal, this field is automatically filled, but when an agent used the + button to create a ticket, this fields gets empty (No match) and any customer added to the ticket as reporter, participant or part of an organization, won't receive notification.

There are some ways to fix this:

1 - Create the ticket on behalf of the customer using the customer portal. Using this option the request type is automatically filled and customers will receive all notifications.

2 - When creating the ticket using the + button, select the request type instead of the issue type. This option also allows creating the ticket on behalf of the customer the same as the portal.

3 - Creating an automation that will fill the request type field based on the issue type. The steps to create the automation are on the documentation below:

Customer Request Type displays No Match in Jira Core or Software

Please, give it a try and let us know how it goes.

Regards,
Angélica

Michael Green_aknhde

Angelica,

Are you referring to the 'Type' field at the type e.g. IT Help or the 'Request type' eg. 'Get ILT Help'

AND WHY ???

When an agent used the + button to create a ticket, this fields gets empty (No match) and any customer added to the ticket as reporter, participant or part of an organization, won't receive notification

WHY DOES THIS FIELD NOT DEFAULT AND WHY IS THERE NO OPTION TO SET IT WHEN YOU ARE CREATING A NEW TICKET ???

SURELY THAT'S A BUG !!!!! ???

Michael Green_aknhde

So if I'm understanding you correctly NONE OF THE Reporter or Requested participant email addresses will receive email notifications if this 'Request Type' field is not set...…… and due to a BUG with Service Desk its NOT set automatically when a ticket is manually created by a user.

I'm sorry but THAT'S A BUG !

Liron

Hi there, and thank you for raising this issue!

My name is Liron and I'm a product manager on the Jira Service Desk team.

We recently released the ability to raise a JSD request on behalf of customers via the (+) create button , which comes on top of being able to do so via the portal.

As mentioned above, you now have 2 ways of performing the same task, when you want to raise a JSD request on behalf of a customer, and for the customer to get the appropriate notifications:

1) Raising via the portal, in this scenario the request type is chosen in the portal form

2) Raising via the (+) button within the agent view, in this case you need to select the request type in the drop down menu.

I will speak to the team now to see how we can improve this flow, because I understand and can see where you are coming from and how this may have been misunderstood. We will also add this important distinction to our documentation asap.

Thanks again for flagging this!

Liron

Michael Green_aknhde

Thanks Liron - the flow on this definitely needs to be improved.

It needs to be made very clear - either you are creating a ticket for a customer or an internal one...…

and in EITHER case any reporters or participants you manually add should ALWAYS get email notifications as the intent is clear.

Otherwise this is a UI failure.

Liron

Thanks again Michael!

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