In our Service Desk, some of our agents sometimes choose to raise requests via email, rather than within JIRA.
This Service Desk project is configured according to following screenshot to send email notifications when a request is created:
Our agents are not listed in Channels & People => Customers:
To my understanding, this means that they (the agents who raise requests via mail) should not be getting any emails from the "Request Created" notification/event, since (see 1st screenshot above), that notification's "To"-field is configured to send this message to "Customers involved", and none of our agents are, as explained, listed under "Customers".
Yet, when an agent raises a request via mail, that agent does receive said email.
Why? And what can we do to fire off this email only to actual customers (if and when an actual customer raises a request via email)?
Well, the "To"-Field clearly specifies Customers involved, and as I said, our agents are not listed as customers.
If this is intended behaviour, then the wording is definitely wrong in the customers involved option.
Also, we have many requests with valid use cases for agents raising requests via email. E.g., an agent gets an email from a customer, which leads to a request. It is easier and quicker for the agent to forward this email to our service desk (rather than having to manually create it in JIRA), which is what our agents often do in these cases (and putting the customer in CC to that mail).
I get that it is confusing for sure. the issue is (i think) that if the agent leaves themself as the reporter then they will get the email. I just verified it happens for me whether I create using "Create" or "Raise a request". If the agent uses an email to create they should then update the ticket to specify the customer as reporter AND set the Request Type to ensure the customer is then informed on updates.
Finally, i'm not the expert here and you may wish to discuss w/ Atlassian Support.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
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