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

niggles20
Contributor
January 22, 2020

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-
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
January 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.

niggles20
Contributor
January 28, 2020

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 # people like this
0 votes
Steven Moore
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
October 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.

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events