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How can workers respond to customers from sub-tasks in Jira Service Desk?

Hi!  We have Jira Service Desk set up to automatically create a sub-task when a customer request is raised via the portal.  Sub-tasks are used by the internal teams to record all the different activities required to be undertaken to resolve an issue.  When the sub-task is created, the reporter name (the customer) is copied from the parent into the sub-task (along with various other fields). 

When our internal workers start working on the sub-task, the comments fields gives them the ability to "share with customer" or "comment internally", however neither of these result in the customer being notified of the comment.  This causes a problem in terms of opening up a pathway for customers and workers to communicate with one another.  If the comment is made on the parent, then everything works as it should.

My questions are:

1) Is there a setting or something I am missing that will allow communication with the customer via a sub-task; or

2) Is there something I can do using JSU Automation / Automation for Jira to copy the comment from the sub-task to the parent and facilitate communication that way?

3) Any other suggestions?

Please note we don't have the ability to purchase additional plug-ins or use script runner.


2 answers

1 vote
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 22, 2020

Customers do not interact with issues, their interface is purely on Requests.  Jira uses issues to provide the back-end of requests.

Sub-tasks cannot be mapped on to requests.  This is because sub-tasks live within the context of a parent issue, which you don't have with requests.

The only way to do what you want is to copy comments and other data up to the parent issue.  I don't think Automation can do that, you're going to need one of the other scripting apps.

Thanks for the reply.  It seems strange that the sub-task has an option to "share with customer" if it is fundamentally incapable of doing so!

Like Sumukha likes this
0 votes
Steven Moore
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Oct 20, 2023

I agree with "niggles20", in a subtask, there is an option to "reply to customer".  This is misleading, the reply never reaches the customer.  

As I see a subtask, it is a way to divide a request into multiple issues, then assign specific team members an issue they are best able to solve.  They should be able to interact with the customer.  

I hope a fresh set of eyes will look at this.

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