We have a Jira Service project currently in use and want to enable more visibility into the status of tickets. We'd like the project to send a notification to the customer when an internal note is added to the ticket.
I attempted to create a custom notification, but it's not working.
Hey @Ricardo Rodrigues ,
Unfortunately I'm not surprised that this doesn't work;
Before sending notifications, Jira checks if the receiver have the correct permissions on the issue. In this case, a JSM customer doesn't have the permission to view the internal comment, hence I'm not surprised he/she doesn't receive it.
As far as I know, there is no way to send such a notification but I'll be happy to learn if someone has a better answer.
Where you added to the project as a Service Desk Customer too ? If not, it explains why you don't creceive the customer notifications.
II would actually be curious of how this rules acts if you're at the same time Service Desk Customer and Service Desk Team.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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