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

LDAP users do not receive email notifications and issues do not shown on customer portal

Dear colleagues,

We added Active Directory user catalog to our Jira Service Desk Instance.

Also we added imported users from AD to the Service Desk project as a customer.

If the Agent create the issue and select as author the customer who reported about problem, this customer not receive any notifications. Also issues created in this way do not shown in their public user profile and on the customer portal.

If this customer login via customer portal by him self and report about problem, everything is ok. Email notifications, issue displayed on the portal and in public user profile.

Please help us ASAP

1 answer

Agent should create requests from Portal and set reporter (customer) there. Only in this case customer will see the request on the portal and will receive all the notifications.

Thank you!


Yes you right, in this way customer = author and it's visible on customer portal for customer.

But, if I follow this way, for me as for agent, It's not visible in user profile. How to reproduce => Agent portal with list of tickets => on the left side => Customers => select customer to open his profile => activity feed is empty.

But if the customer will login to the customer portal and report by himself, this ticket will be displayed in activity feed.

Suggest an answer

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

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

329 views 0 6
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