Reporter does not recieve notifications for issues created on behalf of them

JiraYo

Sounds very similar to this bug here which was fixed a long time ago: https://jira.atlassian.com/browse/JSDSERVER-446

 

Basically, when we put in a work order for a customer (happens literally all the time) then they never get updates, despite them being listed in the reporter field or the request participant field.

The bug above says that this is caused by setting "Should customers receive JIRA notifications?" to OFF, which ours IS set as... however i dont want to be dual notifying people if i toggle this to ON. I can try it for sure, but the wording of the setting, seems like they will be directed to the backend which they dont have access to.

 

I feel like this used to work.... That if i create a work order on behalf of someone else, they used to get an email for it. Notification scheme in TO: says 'reporter' and 'customers involved'. Under the notification helper, the user says they should be recieving, for instance, a "issue created" email. But if i look in their mailbox, they are not receiving them.

 

requests created from the front end customer portal work fine. its just something that we as techs create on the back end that does not work. Anyone know how i can fix?

 

Andy Heinzer

There is a good deal of confusion over that feature.   The sending of Jira Core notifications is possible within a service desk project, but it still is not possible to send Jira Core notifications to users that ONLY exist in the customer role of Service Desk (ie not Jira Core/Software nor JSD Agents).

This is because Service Desk has a completely different system for sending notifications.  It needs to have this different system because Service Desk users in the customer role are not licensed Jira users.  As such only licensed users can received notifications from the Jira Core notification schemes.   This difference is explained in more detail in JIRA Service Desk Notification explanation.

That said, I think what is happening here is a very common problem we see in regards to Service Desk when Agents create issues on behalf of users.  Depending on the steps the Agent follows to do this can have different outcomes.  

For example, if the Agent actually goes into the customer portal, and selects the request type, they can enter a different user's email/name provided they have been granted access.  This method works, but we notice it requires the Agent to go to the customer portal, not something they might do on a daily basis since they can work on issues directly in Jira.  

The other method to create would be to use the Create button in the Jira itself found on the top of just about every page.  This can create issues in that project, but doing this in a Service Desk project is a potential problem.  That is because creating issues in this method cannot set a request type.  And the request type is required in order for customers to get notifications in Service Desk.   You will find that issues that have no request type set cannot send notifications to users that only exist in the customer role.

To combat this, a number of users have setup an automation rule to automatically convert these manually created issues into any request type so customers can still get notifications.  Please see Automatically set Customer Request Type When Issue is Created via JIRA for details.