how to send a notification for the customers on linked issues when parent ticket updated.

krishnakanth

Hi Team,

i had a workflow named as problemwf, we have designed in a way like first we will link all the same issues to a problem issue type. Then if we update the status in the problem workflow accordingly the changes will occur in Linked issues, But the problem here is when we give an update in problem workflow that we want to send it to customers as a notification, it fails. I mean the comment is getting added to the linked ticket but the customer is not getting notification. Can any one please help on this.

Thanks

Krishna K

Susan Hauth _Jira Queen_

Hi Krishna,

How is the comment in the service desk issue being generated?  I too ran into a problem that if I add a comment in a post workflow function to service desk, that service desk customer notifications do NOT recognize that as a comment and will not send out a notification.  The service desk customer notification for comments seems to ONLY work if you comments are added via the interface.

Probably your best workaround is if you could transition the linked issue in the service desk, because service desk will send notifications of a change of status.

Hope that helps

Susan