When I or a colleague make a ticket for a issue in the helpdesk we sometimes want to change the reporter to that of a client. In that case we noticed that the client is not receiving any notifications by email and is not being added to his issues list.
That is something we really need and is working on other Helpdesks I have been using in the past. What do we need to do that we can make tickets for clients and still connect them to this ticket so they are up to date of the issue.
Thanks in advance!
May I ask how the ticket was created(using the create button in Jira)?
If yes then I suspect the tickets do not have a request type set for them(under service desk section on the right hand side check this).
If this is the case do the following:
To avoid this happening again in future, do the following:
always confirm matching request types in the request type page and tou can add more if conditions as needed.
This is exactly what I needed, thanks a bunch! I am trying to set up the automation but having trouble to get the JQL right for Request Type as it is not giving me the option to check if it empty as it will say it is not matching any of the suggestions.
I know have:
- When this happens -> Issue created
- If these matches -> "Request Type" = ( having issues on this point )
- Then do this -> Edit request type name to "Customer request"
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