Notifications stop working when issue moved from Service Desk to Jira Software

Question

Hello,

When a customer sends an email to our Jira Helpdesk address, the ticket is created and an initial notification is sent to the customer and relevant agents internally.  However, once we move that support ite, into a Project in Jira Software, e-mail notifications stop working.  We have notifications turned on under Jira Service Desk configuration in the admin.  We are running 7.8.0

Larry

Larry Morroni · Answer

Andrew,

This is what I suspected but had read elsewhere that it was a "bug".  Thanks for the thorough explanation.

Larry

Andy Heinzer · Answer

Service Desk customers are unlicensed Jira users.  As such they can ONLY get notifications for issues that exist in Jira Service Desk projects where they are the reporter, a request participant, or if the issue has been shared with their organization.  Service Desk uses a special notification system that is separate from the one used by Jira Core and Jira Software projects.   I recommend the KB JIRA Service Desk Notification explanation for more details on how and why this is different.

As such, the act of moving this issue out of a service desk project will then require this customer/reporter to be a licensed Jira Core or Jira Software user in order for them even see the issue in Jira (meaning not the customer portal which is only available in Service Desk).  In turn, the ability to see this issue in Jira is a prerequisite for that user to be able to get notifications about that issue.

Instead of moving this issue out of the Service Desk project, I think it would be better to simply create a new issue in the Software project and then link that back to the JSD issue.  Granted the customer will not be able to see this link, but your JSD agent will.  And if that Software project is publicly accessible, you could then share the link with the original reporter to let them know this issue has been documented.

Larry Morroni · Answer

Yes, when I manually create an issue in the Jira software project and add comments, I get multiple notifications.  I also get notifications when I move it to another Jira Software project and make comments/change status.