Customer Notifications for Issues Created by Admins in Service Desk

We currently have a service desk for a project.

There are a few issues there that were created by admins or full JIRA users. We now want to be able to add customers to those issues so they get notified of progress.

I assigned the respective customers as issue reporters, but the customer is not getting any notifications. They also can't see the issues in the customer portal. So obviously within the context of a service desk, JIRA seems to give rights to issue notifications ONLY when the customer initiates the ticket.

So how can I, within the context of a service desk, add a customer-like user (i.e. I don't want them to be full users because they'll take up licenses) that will receive notifications on issues?

3 answers

When you create new issues on behalf of your customers, it is best to do it from within the customer portal; from an individual request form, you can select to raise the request on behalf of someone else.

For issues that are already created, however, you can change the request type; once that is set, the issue will act like a Service Desk issue that was created right in the customer portal.

In order for a customer to see an issue in the customer portal, there needs to be a Request Type associated with the request. If you look at a particular issue, underneath People on the right, you should see Service Desk request. Can you change the Request Type there?

Ok. Request type shows empty. I can change it to a request type.

Would this make it possible for notifications to start going to customers?

I found another topic which addresses my question, but it implies recreating all existing issues

https://answers.atlassian.com/questions/11460806/create-ticket-on-behalf-a-customer

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

792 views 5 7
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you