Configure user notification when incident created

Ryan Christiansen

Hi all, 

We have had Jira Software for quite time, and have finally gotten around to adding Jira Service desk, to give our users beter visibility of requests/incidents.

Our work flow goes like this:

• User emails issue to team email
• Service desk Manually create ticket, on an as needed basis. auto logging is not desired at this point in time.
• Ticket can be logged with the "user" as the requestor

At this point, I would like to see the requestor recieve a notification that their ticket has been logged, and if possible, the portal link to their ticket.

I am sure i have probably missed something in the setup/config after adding in service desk. Any/all advice or questions welcome

Kian Stack Mumo Systems

Hey Ryan! What you need to do is make sure that they are raising "Requests" on behalf of people. 

JIRA Service Desk has a couple of new concepts that it sounds like you are aware of! Make sure that your agents are creating them using the "Raise a request" option instead of just creating a ticket. When they select the customer as the person they are raising on behalf of, it will email them.