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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.
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.
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.