Jira customer portal: Can Agent receive notification for email from customer

[Lan Anh]

I'm using JSM Data Center and know Jira workflow allows me to trigger email notification. But, is there a way for the agent to be notified when a customer add a comment to their ticket in the Customer Portal? 

Basically, I want the agent to quickly know when a customer has enter a comment in the tickets that are currently in their queue.

Thank you.

[Victor Law · Accepted solution]

Hi @Lan Anh

An agent will receive the notification based on the Notification Scheme associated with the Jira Service Management project.

In this case, you must ensure the notification scheme has the assignee added to the issue comment.

Please refer to the following documents for more details:

• https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-Agentsandadmins
• https://confluence.atlassian.com/adminjiraserver100/creating-a-notification-scheme-1442845572.html

Thank you.

[Lan Anh]

Thanks Victor for the quick response!

In my case, we don't want the notification dependency be the assignee as the Agent is the Assignee on the ticket at all time.  We just want to make sure the agent is aware asap that the Customer has added comment to the ticket.

However a quick review of the your links, it seems I may be able to use automation rule under project settings for this purpose.  I'll need to POC the idea.

But if you have done this before, I would appreciate your feedback.  

Thanks again!

[Victor Law]

Hi @Lan Anh

The notification scheme approach should be sufficient for your use case, even if the same agent is always the assignee.

Alternatively, you may consider configuring an automation as below if you want additional notification to the agent.

Thank you.

[Lan Anh]

Thank you, Victor!