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Issue with Reporter Notifications in Jira Service Desk (Cloud)

NA_tek2gt

When a Reporter's name is changed in the Jira Service Desk project, the "new" Reporter does not receive any comments sent to them. The "previous" Reporter doesn't get the comment, so that is fine. The "new" Reporter only receives emails relating to when the workflow progresses.

Is there a setting that needs to be changed to allow the new Reporter to receive comments?

Regards

Marija

Accepted answers

All comments

Bastian Stehmann

Hi @NA,

is your problem with Jira notifications or with customer notifications?

If it is a Jira notification, please check the notification scheme, if the role author is added correctly to the comment created event. Please have in mind, that a user will only recieve a notification, if the user also has the right to view that use (browse project permission).

If if is an issue with customer notifications, please have a look on the customer notifications and check, for which roles the notification for public comment added is configured.

Rodrigo B_

Hi @NA,

Complementing Bastian's comment, by standard there should not be any special configurations when the reporter of the issue changes, you must check between the Jira and Customer notifications, since this issue can be a little complex, I'd recommend that you raise a ticket on our Atlassian Support, we will be happy to assist you!

https://support.atlassian.com/

Remember to add an example ticket and specify approximately how many users are affected.

Thank you,

Rodrigo Becker
Atlassian Cloud Support

NA_tek2gt

I think its Jira notifications that might not be working.

The notifications is set to Default Notification Scheme

Reporters, Watchers are set to receive emails for issue created and all the other options listed.

just today i created some test tickets in a test service desk project and none of the reporters received any emails when the issue was created and comments to the customer.

Bastian Stehmann

Did you check, if the Reporters and Watchers do have the permission to view that issues. They will only recieve notifications, if they can also view the issue, so they need at least the Browse Project Permission.

Rodrigo B_

@NA,

For Jira notifications, you can use the notifications helper to understand why they are not receiving it, check how you can use it here, it's very simple:

https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

NA_tek2gt

the issue was the way we were creating manual tickets. when tickets are created via the portal, notifications work fine. If we select "create issue" and then manually enter the fields, notifications don't get send.

Bastian Stehmann

Do you use the the create issue or the create a customer request option to create a issue manual?

Rodrigo B_

@NA,

Thank you for providing the feedback on your problem, with the information you provided, you were having issues with customer notifications then.

Rodrigo Becker
Atlassian Cloud Support

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