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When a ticket is created by one of our technicians and added a customer as the reporter. The customer cannot receive any notification/emails about the ticket created.
Hello @Support _ Admin
That's because the reporter is not considered request participant.
There are two solutions add the customer as request participant as well as the reporter
If you are creating the issue via the service desk you can change the reporter during creation then the customer will receive a notification.
Also, check the notification scheme issue created notification who receives it and check customer notifications on your service desk setting-> customer notifications.
Or you can use automation to send notification
You would need to use Jira automation plugin for this
Go to your service desk project -> project automation -> new rule
the trigger would be "When the value changes for " -> reporter
Then send an email -> "to reporter" and you can edit the subject and summary as you desire
Hello @Support _ Admin
Have you checked the notification scheme?
Project -> settings -> notification scheme -> check the issue created notification
Also check the customer notifications, project -> settings -> customer notifications -> participant added and issue created
Go to your admin console (cog top right corner)
Manage apps then the new windows will open
There on the left side, you will see find new apps, search for Automation for jira
After installation go to your service desk project -> settings -> find project automation and add rules there
Still no email notification sent to customers when a ticket is created internally by one of the technicians.
Already added reporter on Notification Scheme and enabled Participant notification in Customer Notifications:
We want to find solutions that doesn't involve paying for add-ins.
Any other suggestions?