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I will ask you for advice on how to set up a service desk to automatically send notifications to users when adding activity to an issue, resolving an issue and other important notifications.

 

thanks

Milena

1 answer

0 votes

Hey @Milena Kamasova 

You seem to be looking for Customer notifications then. Those can be configured on the project settings.

Some more information here on how to set them up

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

You will just need to keep in mind when setting this up that you don't confuse "notifications" which go to the agents and "customer notifications" which go to the customers

Thanks a lot.

1. There is information like:

Other customers receive notifications on public activities for requests they’re involved in. They can turn on receiving notifications in the portal or email. If notifications aren’t turned on, they’re only notified when a service project team member resolves a request.

What is meant "involved in"?

2. If notifications aren’t turned on, they’re only notified when a service project team member resolves a request.

this is what i want to achieve but unfortunately it doesn't work. The customer included in the organization does not receive a notification when the issue is resolved. The notification are sent only to the issue reporter.

Dirk Ronsmans Community Leader Jan 22, 2021

Hey @Milena Kamasova 

Involved should mean that they either reported the issue or the issue is shared with them.

Like Milena Kamasova likes this

is the functionality same if an organization or an individually added user is assigned in "Share with"?

 

Thanks Milena

Dirk Ronsmans Community Leader Jan 22, 2021

Well if it is shared with an organization you could say all the members are "involved" too :)

If they don't have their notifications disabled they should also get all the updates.

You do have to check the email templates tho cause you can set the to: field to either "reporter" or "involved customers"

Like Milena Kamasova likes this

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