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Jira notification

Rajan Dangol

Hi,

What does it mean by Generic event? I have noticed that once a ticket has been resolved by an agent, a customer who has raised a ticket is not getting a notification that their ticket is resolved.

However, if a custom field in updated after the ticket has been resolved, customer are getting notified.

Screenshot 2024-11-07 152332.png

Accepted answers

All comments

Samuel Gatica _ServiceRocket_

Hi @Rajan Dangol

Generic event - The exact nature of this event depends on the workflow transition post function(s) which invoke it. As with custom events, you can use the generic event to generate an email notification (or invoke a listener) from a particular workflow transition's post function (see Working with workflows).

Ref: Custom events

If the resolved notification is not triggering, you may want to check the Notification Scheme and ensure the user is in the event Issue resolved

Best regards

Sam

Rajan Dangol

Hi Sam,

Thanks, please see attached. I have it turned on but realised that it's not sending any notification once the ticket is resolved.

And also, how can i stop notification from triggering to customers if I have changed something in the custom field? Screenshot 2024-11-07 153435.png

Mariana Silveira Sales

Hi @Rajan Dangol

Generic Event can be triggered in situations that there isn’t a specific event type configured for that action. It's like a placeholder. It can be used to trigger notifications or actions if you configure it to do so, but it doesn’t have any built-in meaning or notifications attached.

Probably, the customer notifications do not have the "generic event" configured. I'd first check if the customer notification for "Request resolved" is enabled.

Update:

Second, you can add to the transition to fire the Issue Resolved event.

Screenshot at Nov 07 12-40-36.png

Do not edit or remove the "Fire a generic event" post function, since it is essential for automations and Marketplace add-ons.

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/#Post-functions

Rajan Dangol

Hi Mariana,

Thanks, it seems I have that option as turned on.

Rajan Dangol

Also, how can i stop notification from triggering to customers if I have changed something in the custom field? After the ticket has been resolved?

Custom field is hidden.

Mariana Silveira Sales

@Rajan Dangol by default editing fields won’t trigger a customer notification unless they are explicitly configured to do so in the Customer Notifications settings.

So I'd check if:

1) there is not a custom notification in the currently Customer Notifications

2) there is no automation rule configured to send notification when a field is updated

Samuel Gatica _ServiceRocket_

Hi @Rajan Dangol

The Notification scheme above is to send internal notifications to your licensed users (agents).

If you want to configure the notifications to your customer in JSM then you need ensure they are active from your service project, select Project settings, then Notifications, then Customer notifications. Here ensure the Request resolved is active.

Request resolved

You can also View customer notification logs for your service project.

To disable the internal notification when you modify a field, you have to remove all the roles from the event Issue update.

Best regards

SAm

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