We have Zendesk - JIRA integration, and we want to have the ticket creator to be in the watchers list by default even when issue is created from Zendesk. Is this possible?
Hi Sujith,
You should be able to use the post function Copy Value From Other Field on the Create issue transition.
However, as the reporter of a JSD ticket is treated as a customer. Watchers are meant for Jira users and customers would not be able to receive Jira notifications.
Could you share with us why you would need to set the reporter as watcher?
Regards,
Nabil
Internally Zendesk is used by our support team, and our customers call them on the phone to report issue. The issue is logged in on behalf of the customer by our support members, and they want to be in a position to be informed the moment an update is available
In that case, I would suggest for your support members to use the method outlined in https://confluence.atlassian.com/servicedeskcloud/raising-requests-on-behalf-of-customers-747602734.html instead. This ensures the customers are the reporters and would always receive notification
Ok, so we DO NOT want customer receiving direct emails from JIRA. We want the support members to be notified, and they in turn notify users.
I tried to use the "Email issue" post function and checked options to send notification to issue reporter. This has not worked for us either...
Now I see where you're coming from. Thanks for the clarifications.
As the reporter of a JSD issue, the reporter will be treated as a customer. As a customer, the user would only be able to receive Customer Notifications regardless of the user also being an agent/admin/licensed user.
Since the reporter is not receiving customer notifications, I'm suspecting that there is no Request type set on the said issue. Can you confirm?
At the same time, you can change the behavior of agents not receiving notifications when acting as a customer at Settings > Applications > Jira Service Desk > Configuration. Change the Should customers receive Jira notifications? to Yes, send customers both Jira Service Desk and Jira notifications so that the reporter would receive Jira notifications too.
It looks like you're new here. Sign in or register to get started.
