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No notification after deleting a JSM ticket

Beyer B_ _Brian_ February 28, 2024


I'm still struggling with the notifications. 

We have a Jira Service Management notification schema. It works after an end-user created a ticket. There is only one notification which doesn't work, and that's if I (as a practicioner of the ticket) delete the ticket.

I don't know why, because it's enabled in the notification schema for JSM, and if I use the notification helper, it's showing that it would send an email because the is the reporter:Afbeelding1.png

You see the user is the reporter of the ticket, and he should receive a notification of this deletion, but he isn't..


I assume there is no way to trace the e-mails being sent within Jira/Jsm ?




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Marc Koppelaar
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February 28, 2024

Hi @Beyer B_ _Brian_ 

Notification scheme is related to JSM agents and JSW contributors, not relating to customers.

Customer notifications are set on the JSM project, but there is no notification on delete option, as deleting is bad practice.

Resolve an issue as won't do or cancel it.

If you do want to achieve this for the customer who reported the request, you will need to create an automation rule.

Also see this tread from the community: Difference-between-notifications-and-customer-notifications 

Beyer B_ _Brian_ February 28, 2024

Hi Marc, thanks. Will evaluate this... one more question @Marc Koppelaar   

edit: thanks @Marc Koppelaar ! Created the rule on the JSM project, and it works perfect!

Like Marc Koppelaar likes this

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