Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

No email notifications to customers if ticket created by admin

We have been having a few issues with users not recieving email notifications but after creating a new scheme, all seems to be well again when the customers create a ticket from the portal.

Or so I thought...

All is good if the customer uses the portal. They can create a ticket, update and get notifications via email.

However, if an admin created the ticket, te customer doesnt get ant email notifications and, the admin created tickets dont show in the customer's profile.

How can this be? Everything shows in a single project as you'd expect???

2 answers

1 accepted

0 votes
Answer accepted
Guilhem Dupuy Community Leader Nov 25, 2020

Hello Dave,

By admin created ticket, do you mean tickets created from the Agent view (using the blue "Create" button) ?

If yes, your problem might be that you correctly configured you Customer Notifications (availble from your Project settings > Customer notifications) but not the Jira Permission Schemes (available from you Project settings > Notification scheme).

 

Let me know if it helped,

Guilhem

0 votes
Jack Community Leader Nov 25, 2020

be sure the admin or agent uses the "Raise a request" link in the sidebar and when they do they need to change the "on behalf of" to reflect the desired Customer. If they are set on using Create be sure they:

  1. choose the correct issuetype
  2. change the reporter
  3. select the appropriate Customer request type

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

235 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you