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How to change the customer notification To field

serge calderara

Dear all,

We have a wierd issue on our notification to our customer which submit the request.

Based on that I have 2 simple question :

Q1 : In the customer notification settings, in the To field it is mentionned by default customer involved has seen below

what does that customers involved field means exactly and where can we find out this field, is it a system field ? if system field how it is filled it or mapped to customer email ?

Q2 : Is it possible to edit after ticket creation the Reporter field in order to modify it ?

Q3 : Is it possible to add in the To section a custom field other than reporter and customer involved?

regards

Accepted answers

All comments

Angélica Luz

Hello @serge calderara,

Thank you for reaching out to Atlassian Community!

The Customers Involved are all customers involved when a ticket is created, for example, when a customer creates a ticket via email and add someone as CC, they will be added as participants, so this person is considered a “Customer involved”.

This is not a field that can be accessed or modified.

Each notification has specific recipients. On the Request Created, for example, it’s possible only to add the Reporter and Customers involved (the reporter is also considered the customer involved).

You can edit the reporter after the ticket is created, the only issue is that the person who created won’t be able to access the ticket in the portal anymore or receive notifications.

The TO field in customer notifications can’t be modified, you can only add the options that appear there. For example, on the “Approval required” notification, you can add the Approvers, Reporter and Customers involved, but the Approvers are only available on this specific notification, they can’t be added to another notification.

The workaround for that would be to create an automation rule (Project settings > Automation > Automation) to send an email when the issue is created, so you can choose anyone on “TO”.

Screen Shot 2021-05-04 at 17.55.52.png

Kind regards,
Angélica

serge calderara

thanks for your reply @Angélica Luz ,

For clarification when a customer for exemple creates a ticket via email and add a cc user for instance, I understand that both are part of the customer involved criteria.

The point which is not clear to me is , how the notification is reaching back all customer involved ?

Is it by there email adress that they give on the portal or from the From email section which became the reporter ?

Does those customer involved need to get a Jira account for receving notification?

Thanks for clarification on that point

regards

Angélica Luz

Hi @serge calderara,

If the portal is open to anyone to create tickets, then the notification will go to the email the customer added. The account will be created at this moment and the customer will receive the notification that the ticket was created.

If the customer creates a ticket via email, then the reporter will be based on the first email on the FROM. If the customer adds more emails on FROM or CC, then they will be added as participants.

If customers are allowed to create their own accounts and have permission to share tickets (Customer permissions > Customer sharing > Customers can search for other customers within their project or organizations), then the account of participants will be automatically created and they will receive notifications.

With this said, if the project is not open and their accounts don’t exist in Jira, they won’t be added to the ticket and won’t receive notifications.

Just to clarify, when I say project open, it means that the global permission (Cog icon > Products > Configuration > Can customers create their own accounts?) is set to “Yes, by signing up or sending a request” and the customer permissions on Project settings > Customer permissions (company-managed project) or Project settings > Channels > Customer permissions (team-managed project) is set to “Anyone on the web.

serge calderara

Hello @Angélica Luz , thanks for your reply.

First of all the portal is not open to any customer. We have actually 2 process :

1 - Customer call a hot line for a probleme and the hotline enter a ticket from the helpdesk portal with customer information ( First name, adress, email )

2 - Customer can send directly an email to our support mail box. The received email create an issue in Jira Service Desk

In any of those 2 scenarios, we do not create customer account at all.

Based on scenario 1 :

Q1 if the ticket is created on behalf of the customer, the hotline agent became the reporter of the ticket. Then the customer do not gets notifiy on ticket update.
What is the way to get customer notified in that case ?
Can we map the customer email field and copy the value to an other field which will be able to receive notification ?

Thanks for clarification

regards

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