Closed Issue - Customer Notifications

Question

Hi All,

I've just experienced a concern whereby a request has come into the ServiceDesk and was closed by an Agent in a very quick timeframe.

The customer ended up receiving a "issue created" notification email and the agent's "resolution" response was appended to this email instead of the final "closed" ticket notification.

From a customer perspective, I see how this is confusing..

Using next-gen servicedesk

Sam_vj8gcz · Answer

Hi Phil,

Definitely understand the theory - and I was aware of the batching notifications.

However, I can't see the "batching email notifications" setting you're referring to..

I also stand by my comment that the response should not be added to the initial "issue created" notification - the response should have been added on the closed notification - this is the last email the customer had received, this is where they'd expect to see the response.

PhilSpo · Answer

Hello Sam,

It is because by default Jira now use the batch email notification system.

So when an update is put on a ticket, the email wont go out straightaway. It will wait to see if there are any other updates and send them all out in one email.

This was to reduce the amount of email spam users were receiving.

If the ticket was closed after say 10 minutes of the last update the customer would have received a separate email.

This batch method can be disabled:

* Go to Administration > System > Batching email notifications 
* Select Disabled, and click Save. These settings will be applied to all users.

I think you can also change the length of time it waits before sending out the email from these settings as well.

Phil