I have launched Service Desk in my company starting last week. I have created customers and grouped them by organizations depending on their Teams.
Now my customers are complaining that they dont get email notifications for the issues reported by other members of their team. They only get the Issue Created notification and nothing after that. No Comment added or Resolved emails.
They are reluctant to go to portal and click on "Get Notification" to receive further alerts.
Bottom Line: I want to automatically set the entire organization of the reporter to receive all the updates in a ticket like Comment Added, Issue Resolved etc., How can achieve this? I tried customer notification customer involved, Automation, Issue notification scheme but in vain.
Secondly, If I add Organization to a ticket under people section, would they receive these notification or no?
Prompt response shall be highly appreciated as my customers are getting impatient.
Under Administration --> Issues --> Notification --> Edit Notification there is an option to use the custom field value to send notifications.
Is it possible to populate a custom field with the Organization Value and use it? I am not sure how to do this and thats why I am asking here.
The organization field is not an easy field and remember it can be multiple organizations making it even more tricky.
The notifications you are referring to are intended for internal JIRA users such as agents, internal watchers.
I would recommend to turn on the notifcation on the customer notifications "Organizations Added". That will notify initially of the created issue to the entire organization. After that the individuals can opt in to "Get notifications".
Hope that helps
Notification for Org Added is already enabled and the initial email goes by default. But the problem comes later on when they dont see any progressive notes / status over the email.
One more thing:
Can I put a link to "Get Notification" on the initial email. Something similar to "Turn Off Notification"
I can convince them to click on this atleast. :)
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