People in the Request Participants field are not updated via email when description field is updated

Bruno SGORLON

Hi,

 

I've received feedback from few customers that  if we update the description field,  they don't receive any update when they are in the "Request Participants" field.

To be more accurate  , when these people are set as "Request Participants"

If we update the description field, they don't receive any update.

If we update the cases status, they receive a notification about it.

Could anyone else see this behavior ? or had similar issue using the product ?

Many Thanks in advance.

Bruno

Walter Buggenhout

Hi @Bruno SGORLON and welcome to the Community!

Request participants receive customer notifications from Jira Service Management. The number of events that may trigger such notifications are different from the internal notifications and are limited to:

When someone changes the description (or any other custom field), that would trigger the issue updated event in Jira (Service Management). As you can see, that event is not in the above list that would send notifications to customers.

The main events that customers do get notifications about, is about key status changes (request resolved / reopened / customer visible status changed) or comments. Which explains the behaviour you noticed.

If you want to work around this limitation and frequently modify descriptions and want to inform your customers about this, you could consider communicating these changes to customers by also adding the update as a comment. You could even automate that by automatically adding a comment to the issue if the description of an issue is changed.

Hope this helps!