It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Changing a reporter

Hi all, 

How come when i create an issue for a customer and put them in as a reporter and i reply to that issue. The customer does not receive my comment on the issue..

In my dashboard it wont change from "Waiting for support" to "waiting for Customer"..


 

 

 

2 answers

1 accepted

0 votes
Answer accepted

Is the customer a full Jira user (they have a login that gets them into Jira so they can see the issue) or just a customer (they can only use the Service Desk portal)?

Hi Nic,

 

Thanks for your quick reponse!

Service desk portal only customer, They email to support@examplewebsite.com...





and they obviously get emails from that same email adress

I think part of your response is missing.  What type of user are they?

Monique_vdB Community Manager Jan 12, 2018

@Nic_Brough__Adaptavist_ it was stuck in the spam quarantine. It's there now. ^^^

Ahh, I didn't spot it last time I scanned it!

The reporter of an issue needs to be a Jira user for them to get emails.  As a portal only customer, they can't see the issue, so they won't be mailed about it.  They should only get Service Desk emails.

Thanks guys!

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Posted in Jira Service Desk

How has Jira Service Desk increased productivity in your org?

Hi Jira Service Desk community, Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productiv...

252 views 1 3
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you