Customizing customer submit request in Jira Service Desk

Question

Hi Team,

When a customer submits a request, they receive default email notifications as the issue and create a corresponding test request in service desk project.

Here default mail notification is sent to customers, can we customize this mail notification which will send to customers (Who raises the request) with additional user or groups.

Thanks in advance.

Sanjeev Kumar N

Victor Mutambuki · Answer

SREE and Sanjeev,

Please see link below

https://confluence.atlassian.com/doc/adding-or-removing-users-in-groups-138321.html

victor

LokanaSM · Answer

Victor,

Sree and my self (sanjeev) are having Jira Admin access.

We need to add additional users/Groups to get the mail when New Request is created, so the mail should trigger for both customer and user/groups.

Request to let me know steps to add the user & groups.

Victor Mutambuki · Answer

SRee,

You must be a JIRA admin and not a Service Desk Admin to add "Reporter (customer)".

Victor