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Changing a reporter

Johnno Scholte Jan 12, 2018

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

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Answer accepted
Nic Brough [Adaptavist] Community Leader Jan 12, 2018

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)?

Johnno Scholte Jan 12, 2018

Hi Nic,

 

Thanks for your quick reponse!

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





Johnno Scholte Jan 12, 2018

and they obviously get emails from that same email adress

Nic Brough [Adaptavist] Community Leader Jan 12, 2018

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

Monique van den Berg Community Manager Jan 12, 2018

@Nic Brough [Adaptavist] it was stuck in the spam quarantine. It's there now. ^^^

Nic Brough [Adaptavist] Community Leader Jan 12, 2018

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.

0 votes
Johnno Scholte Jan 15, 2018

Thanks guys!

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