Receive Email as the Reporter

Question

In our environment, our technicians typically manually create tickets from JSM alerts coming from various sources. Tickets can be successfully created this way but I would like the Reporter to receive an email about ticket creation which can then be used to CC: the appropriate recipients to get ticket updates.

When testing this with my account I do not receive the email when I (an internal JSM user) create the ticket.

Internal and customer notifications are set to notify the Reporter when a ticket is created. Thank you.

Duncan Girvan · Answer

Hi Dan,

I have not tested this approach yet but am intrigued by it. Thanks for the quick reply!

Edit: This is the field we're already using when creating tickets. I never even thought to put our "end user" in that field instead. Even though it is descriptive enough to be self-explanatory. I suppose this just means I'll need a Jira "user" for all the entries I might need to put there.

Dan Breyen · Answer

Hi @Duncan Girvan welcome to the community! When an agent creates a new ticket, there is a 'Raise this request on behalf of' field, where you should be able to insert the actual Reporter of the issue.  Do you have this field on your create forms?

I know when I'm using JSM, I'm notorious for not changing the reporter to the person actually reporting the issue and then having to go back and do it later.  I'm not sure if your system is setup with this field or not, but it is something to check on.

When I fill in the correct reporter, then the actual reporter is getting the notification about creations.

Hope that helps.