Reporter (Customer) not getting email notification that they were assigned as Reporter

Question

Hi,

The Problem/use case:

1. I had a customer email me directly rather than emailing support@xxxxxx.atlassian.net

2. So I forwarded the email onto

support@xxxxxx.atlassian.net

3. I then logged onto Jira Service Management and updated the Reporter from myself to the customer

However the customer did NOT receive any email notification that they were now the reporter of ticket.

Is this a bug or expected behaviour ? and if its expected behaviour what else should I have done so that the customer was notified of their ticket (other than manually adding an additional comment purely for that purpose)

Susan Waldrip · Answer

Not sure, the normal action is to send an email to the Reporter (per the default Customer Notifications) upon issue creation. JSM doesn't provide an immediate way for you to change the Reporter simply by clicking on and choosing a different Reporter name, I had to add the Reporter field to the right-side panel on the agent screen and make it editable in order to change the Reporter when needed (e.g., for an Emailed Request).

You raise a good point, though. You might see if there's an existing ticket for Atlassian Support or submit one yourself (and if the latter, please post the ticket number so we know to vote on it!).

Michael Green_aknhde · Answer

Why would there NOT be an email notification when the reporter is changed by default ?  That still seems like a BUG to me.... ????

Susan Waldrip · Answer

Hi @Michael Green , your process seems sound and I believe the lack of email to the "new" Reporter would be expected behavior unless you wrote a rule that sends an email when the Reporter value is changed.