Changing the default email notification send to in Jira

Andrea Landwehr

Hello,

Hoping someone can help me. We have a service desk project set up that we are now implementing. I have gone through the project settings for customer notifications and made changes to send emails based on various triggers. There is one left that I'm trying to do that I just can't figure out...

When a customer adds comments to their ticket, I want to trigger a notification to the current assignee that a comment has been entered. I've been trying to set up custom notification to trigger on commend added with conditions for comment is the primary action and the user is not an agent. I then want to add either an alert or email to go to the assignee... That's where I'm stuck. When you do email, you can only choose reporter and/or customers involved. When you choose alert, you have to specifically name someone. 

Please - how can I make this do what I want?

 

thanks!!

Angélica Luz

Hello Andrea,

Thank you for getting in touch with Atlassian Community!
Usually, the assignee receives an email when the customer adds a comment on the ticket. To check this you must go to Project Settings > Notifications.

As per your description, you were trying to configure this on Customer notifications, and this option is only for customers. For agents, we can't custom any emails because are system notifications.

Please, check on Notifications menu if the "Current assignee" is set to receive the emails.

 

If you have any other question, please let us know.

Regards,
Angélica