IT initiating alerts/notifications to customers

Question

Having trouble creating service management project.

All the templates seem to be designed for customers initiating tickets/requests for the work team.

I am looking for a solution where the work team has the ability to create tickets to notify organizations/customers on alerts and/or incidents.

SOC_pqw6p0 · Answer

what about for all customers within a selected organization on a request to receive update notifications?

Brant Schroeder · Answer

@SOC They will receive notifications if you have them included in the customer notification.  You can edit the notification to include more than the reporter.

SOC_pqw6p0 · Answer

so when a Team user is added to People with the Service Desk Team role on a Service Management project, but not a added user to the Jira Service Management product under admin.atlassian.com/o/..../products, they are not able to raise a request?

If Jira Service Management is under the Free plan and Team user is added to the product, is this considered licensed and can then raise requests?

When selecting a customer for "Raise this request on behalf of", the option to share with organizations they are part of shows. The created request in the portal shows "customer name raised this" which is not ideal.

All customers within the selected "Shared with" organization receives a initial notification through email but NOT all receive update notifications on the request. Only the single selected user from "Raise this request on behalf of" receives update email notifications.

Team members added on the project receive no notifications for new submitted requests.