Users not receiving Jira responses all the time.

Question

I believe this issue is limited to tickets that were created by IT on behalf of other users, but many of our users are not receiving any of our responses, when 'replying to customer', on our tickets. If this has been discussed or is a known issue with a solution, it would be appreciated if I can be pointed into the right direction so I can forward this over to one of our systems guys to be able to address the issue.

Dirk Ronsmans · Answer

Completely forgot about thatone!

Trudy P Claspill · Answer

Hello Marty,

Welcome to the community.

When IT creates the ticket on behalf of the user are they going through the customer portal or using the Raise A Request option to create the ticket? Or are they using the Create Issue button?

In service desk the issue must have a valid value for Request Type in order for customers to see the issue and get notifications. If IT is creating the tickets using the Create Issue button, that field does not get set automatically, and it must be manually set. If the tickets are created through a service desk email handler, through the Portal, or through the Raise A Request option, then the field does get set.

Dirk Ronsmans · Answer

Could you double check your customer notifications on the project?

There should not be a difference whether you create it on behalf or if they create it themselves.