I'm struggling to find this in the documentation, but does anyone know how to enable notifications for subtasks? Subtasks are included in the same schemes as other issue types. When I use the notification helper it does not even list the subtasks.
This is for Jira Service Desk Cloud
Further explanation on this, regarding why some notifications are received:
Customer notifications are not sent because its not possible to set a request type on a subtask.
Jira agent notifications are sent.
When a subtask is created by an agent or automation actor, that person becomes the reporter, but more importantly, this person is added to the Watchers and its this that ensures this person receives agent notifications.
That's an excellent explanation John.
Since I originally posted this I have tried to make sure all of our Jira SD agents understand the way this works. We have about 75 agents in different roles. Some of those roles are customer facing and some are not.
Customer facing tickets (which always have a customer request type set) are assigned to agents who work directly with customers. If they need to assign a subtask to a system administrator (one of our roles that is not customer facing) the agent gets the notification when the sys admin has completed the subtask. At that point the agent follows up with the customer and resolves their request.
I think the practice that was causing issues was that an agent was creating a parent ticket and creating subtasks for individual customers who reported the same issue. Now they know to use a standard request type for the child tickets.
Sub-tasks are not treated differently by default. You indicated you were notified when someone else resolved. I suspect you were the Assignee and you have it set up not to notify you if you are the Assignee which is generally preferred since you don’t need to be notified of you own actions.
Afters some more testing I can say that the notifications for subtasks seem to work when the reporter is also a Service Desk agent.
However when the reporter is a customer (portal only user) they receive no notification. I can see how this might be by design, because subtasks are generally not customer facing. The customer only needs to know about the parent issue. It would be nice if the behavior was consistent, because I can see one of our agents deciding to make the customer the reporter of a subtask so they receive a notification when that stage of a request is complete.
It's also very odd that the subtasks just don't exist in the notification helper. I would love to change this so subtasks work exactly like regular tasks.
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