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Request partcipants doesn't receive notification due to no permission to that project

Shengyu Lin

Dear Sir,

I have created task in Jira service management (Not created by a email) and put customer email on the 'request participants' field and modify the notification scheme to inform the request participants field to receive the notification on changes of tasks.

However I found the customers do not receive the email notification. I ran the notification assistant and check the certain customer email and it prompted that the customer doesn't have the permission to view the task.

What should I do to enable the permission for those customers to receive the notification by JIRA email?

Please advise.

Thanks

Jimmy

Accepted answers

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Angélica Luz

Hello @Shengyu Lin,

Welcome to Atlassian Community!

When it comes to adding request participants, it's necessary to invite them to the project first.

Other customers can add non-existing customers via portal or email, but as an agent/admin, it's necessary to invite them to the project and then, add them as participants.

There is a feature request suggesting improvements for that:

Ability for agents to add non-servicedesk-customers as Request Participant on agent view

Please, click on vote and watch to receive updates about the feature.

For the participant to receive notifications, please go to the Customers' page and add them to the project.

Add a customer to a service project

Regards,
Angélica

Shengyu Lin

Dear Angelica,

I have already added relevant emails to the project/customers and those customers can be added to the request participants field on that issue.

However this notification will take effect only when the issue was created by email.

If this issue type is other types, ex. New issue type created by me, then the notification will not go thru the request participants customers and from the portal the customer can not see the issue but only request type by email.

Many of the issues of ours are not created by email but thru some other methods like WhatsApp and our engineers are creating the issue by themselves at the JIRA management system and put the customer in the request participants field to be noted. But the notification will not go thru.

Would you please help to check that ? How can I make the correct setting for that case?

Thanks

Jimmy

Angélica Luz

Thank you for the details, @Shengyu Lin.

I understand what is happening in this case and why notifications are not working.

When creating a ticket using the Create button internally, the Request type is not filled.

For customer notifications to work, the Request type must not be empty because that's what triggers the notifications for them.

To fix that, when creating a new ticket, the best option is to select a Request type and not an Issue type.

Screen Shot 2020-12-16 at 11.02.24.png

If you select an Issue type, then you need to manually select a Request type after the ticket is created and then, add the customers as participants.

Screen Shot 2020-12-16 at 11.04.29.png

Shengyu Lin

Dear Angelica,

Thanks for your great helps!

I created the ticket manually and found that there is only issue type but not request type field available.

I am using JIRA app at my IOS device both for iPhone and iPad, even when I browse the ticket at my PC, there is no request type available to be filled.

Could you please advise if there is other version of the JIRA management app to upgrade ?

Thanks

Jimmy

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