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Why customers in organization do not receive notification when organization is assigned to incident?

Milan Juríček

Hello community,

I assigned organization to the request / incident created by me as administrator but the members of the organization did not get notification.

What I read, they should get at least on notification and then they need to sign up for notification.

(this would be also automated but this is already open topic here)

Do you have any idea why users do not get the notification?

Thanks!

Regards,

Milan

Accepted answers

Milan Juríček

ok, the problem was i forgot to define a request type. Therefore when I added organization to request, notification was not sent.

All comments

Thomas Deiler_db00h3

Dear @Milan Juríček,

can you explain me in detail how you did

assigned organization to the request / incident

this?

So long

Thomas

Milan Juríček

Hello,

in the "Customers" section, I we created an organization and few people are added there.

I created a new incident as administrator. I assigned the incident to me. But in this case, we need to notify also all members of the organization about creation of the incident. Therefore I opened the incident and edited the field Organization (I started typing the organization name and then I selected the organization).

Screen Shot 2018-02-01 at 17.18.53.png

Thomas Deiler_db00h3

Dear @Milan Juríček,

I'm not too familiar with Jira Service Desk, but there will be also a notification scheme to be configured. Go to Project Administration and have a look at the Notifications.

It's important, that the "Organization" is also assigned to one or many events. Are they?

So long

Thomas

Milan Juríček

Unfortunately, I cannot choose Organization in the Notification schema.

In there end, the following setting says:

Screen Shot 2018-02-01 at 17.36.17.png

Milan Juríček

ok, the problem was i forgot to define a request type. Therefore when I added organization to request, notification was not sent.

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