Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Notify customer when an internal note is added

Hi all,

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.

 

jira cust notification.png

1 answer

1 accepted

2 votes
Answer accepted
Guilhem Dupuy Community Leader May 20, 2021

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.

What's odd is that I created a dummy ticket under my name, assigned to myself and when I added an Internal note there was no notification. I assume as the project owner I would have the appropriate permissions to see these internal comments.

Guilhem Dupuy Community Leader May 20, 2021

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.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

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...

321 views 9 7
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