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Service Desk - Notifications

Ops_18ge8z

I would like reporters to receive notifications via email when they comment on tickets they have reported.

Is this possible? I understand JIRA uses the Service Desk notifications for the reporter, but the project notification scheme for collaborators and agents - is this correct?

Matthew

Accepted answers

Ops_18ge8z

For those interested, I have setup a listener to trigger a status change when a customer comments on a ticket. Status changes trigger service desk notifications, so this will work for me.

All comments

Cesar Salvado

Yes It's is possible, You must have enabled notifications in Add Ons\JIRA Service Desk\Configurantion. The Service Desk Notification sends e-mail when:

Create Issue
Change the status Issue configured in the Service Desk Configuration
Coments on tickets
Close Issue.

Regards.

RVal

You have some JIRA project associated with your Service Desk. Notification Scheme for this project can configure notification based on roles. There are roles named "Service Desk Customers" as well as "Service Desk Team". You can enable notification of your choice for "Service Desk Customer" role in JIRA Project Notification Schema configuration.

Cesar Salvado

The Jira Project Notification Schema Configuration is not used for notifying to the customer.

RVal

Yes JIRA Service Desk overwrites the project's JIRA notification scheme if the Notifications setting for JIRA Service Desk is enabled. But if the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined for all events and users. https://confluence.atlassian.com/display/AOD/Configuring+JIRA+Service+Desk+notifications

Ops_18ge8z

Thank you for all of your answers.

I have the Service desk notifications enabled, but I am after a notification to be triggered and sent to the reporter when they comment on their own ticket - something that does not take place at the moment.

My understanding of the JIRA and Service Desk notifications was as @RVal described it - Service Desk notifications are used instead of service desk notifications where enabled for the customer.

Is my only option to disable Service Desk notifications and modify the JIRA notifications?

Ops_18ge8z

For those interested, I have setup a listener to trigger a status change when a customer comments on a ticket. Status changes trigger service desk notifications, so this will work for me.