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Reporter can't receive email notification when issue is created in Jira

When a ticket is created by one of our technicians and added a customer as the reporter. The customer cannot receive any notification/emails about the ticket created. 

1 answer

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Olga Videc Community Leader Aug 20, 2019

Hello @Support _ Admin 

That's because the reporter is not considered request participant.

There are two solutions add the customer as request participant as well as the reporter

If you are creating the issue via the service desk you can change the reporter during creation then the customer will receive a notification. 

Also, check the notification scheme issue created notification who receives it and check customer notifications on your service desk  setting-> customer notifications.

 

Or you can use automation to send notification

You would need to use Jira automation plugin for this

Go to your service desk project -> project automation -> new rule

the trigger would be "When the value changes for " -> reporter

Then send an email -> "to reporter" and you can edit the subject and summary as you desire

BR, Olga

Hi Olga,

I tried adding the customer's email on both reporter and request participant's field but still no email notification received.

 

Also, how do we install the Jira Automation plugin, so that i can try the 2nd suggestion?

Olga Videc Community Leader Aug 22, 2019

Hello @Support _ Admin 

Have you checked the notification scheme?

Project -> settings -> notification scheme -> check the issue created notification

Also check the customer notifications, project -> settings -> customer notifications -> participant added and issue created 

 

Second part

Go to your admin console (cog top right corner)

Manage apps then the new windows will open

There on the left side, you will see find new apps, search for Automation for jira

After installation go to your service desk project -> settings -> find project automation and add rules there

BR, Olga

Still no email notification sent to customers when a ticket is created internally by one of the technicians.

Already added reporter on Notification Scheme and enabled Participant notification in Customer Notifications:

 

1.jpg2.jpg

 

We want to find solutions that doesn't involve paying for add-ins.

 

Any other suggestions?

Olga Videc Community Leader Sep 03, 2019

Have you enabled request created a notification in customer notifications?

Hi Olga,

 

That's right, it has always been enabled.

 

3.jpg

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