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Email notifications to customer when incidents are created by ourselves

Edited
Marsik I'm New Here Dec 14, 2021

Hi,

I'm a first timer trying to set up Jira for support tickets. We have a seperate Jira Service project for this customer. The customer ALWAYS reports issues via phone, which means the service desk team member always creates the ticket.

Therefore if a ticket is created:

1: It always starts with ''work in progress'' status > This we configured.
2: It should always auto assign to the person who has reported the ticket (I can only select auto assign to project lead, how to I make incident tickets for this project always auto assign to the creator so we don't need those extra 2 clicks)? If service desk employee#1 creates the ticket it should auto assign to him, if employee#2 reports it, it should always auto assign to him, etc...
3: Response time should always be ''0m'' because the fact the ticket is being created means we already responded to it (as creating a ticket in Jira is a direct result of responding to a phone call).
4: On creating this ticket I want customer@customer.eu to be mailed.
5: On Completing this ticket with any status, I want customer@customer.eu to be mailed.

for 4 and 5 I'd like to select the relevant fields which the mail needs to contain and which fields it does not need to contain.

How do I configure this? I've been clicking through the project settings for a while now and can't seem to find the relevant settings.  

1 answer

2 votes
Jack Brickey Community Leader Dec 14, 2021

Hi @Marsik , welcome to the Community. The following is for CMP projects. If you are using TMP let me know.

  • auto assign to reporter - add a post function (assign to current user) to your workflow create transition. This assumes you are using CMP project.
  • response time SLA - if it is always consider “met” then why not remove the SLA altogether? It has zero value here.
  • notifying the customer - the agent must set the customer in the Reporter field. Also, if the agent uses the CREATE button rather than “raise a request” then they need to be sure to select the Customer Request Type. Notifications for customer are configured under project settings > customer notifications.

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