How to send emails to a project reporter in a project that is not the Service Desk?

Alyx Sandbothe

We create a lot of "cards" that we put in a project and put through a scrum board. Once it gets to DONE I want the card to automatically send an email to the reporter, which is the customer that asked for the improvement, that it is finished. Not all bugs are reported through the service desk. Some are created on our own and I want to be able to still easily tell my customers the task has been finished.

Angélica Luz

Hi Alyx,

Currently, for a user to receive a notification from a ticket in a Software project, this user must have a license.

There are two workarounds for this:

1 - Use the add-on "Email this issue", where you can click in the option "Email" in the ticket and add anyone that has an account in the instance as the recipient, so you can send an email to your customer, even though they don't have an SW license.

2 - Clone and then move the cloned issue to the service desk project that this customer has access. Then just set a request type and change the reporter.
After that, you can add a comment and close the ticket for the customer to receive a notification.

Hope this helps!

Regards,
Angélica