Unlicensed/Standard Users not receiving notifications when created by Agent

Marci Alleman

When a Service Desk Agent creates a new issue through Jira and changes the Reporter to a standard user, that user do not receive any notifications.  We tested changing the Reporter to one of the other licensed Agents and all notifications that are enabled are working perfectly.  I have already made sure that the User Default Preferences for "Notify users of their own changes" is turned on.  

Notification helper indicates there is no issue and that the Reporter is receiving the notification but they are not.  We've tested with multiple users and none are receiving any notifications with which they are a Reporter on.

 

So basically, we know the notifications are working as a licensed Agent will receive them if they are set as the Reporter, but if a non-licensed user is set as the Reporter they do not receive any.

 

 

 

 

Andy Heinzer

This is a very common problem to see.  Service Desk handles notifications differently because unlicensed users can't get standard Jira Core notifications.   When Agents create issues in a Service Desk project, but don't use the customer portal to do so, the issue's 'Request Type' field never gets a value set.  This is a special field for Service Desk issues only.  Until this field has some value, Service Desk can't perform a number of operations on this issue.  In turn, customer's can't get notifications about this issue.

I would recommend following this KB:  Automatically set Customer Request Type When Issue is Created via JIRA

It explains how you can use automation in Service Desk to automatically set a request type even when the agent creates an issue in this method.