Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

When an organization replies to a ticket it does not reply to all customers within the organization

When a ticket is raised by the Support team and the organization is associated an email goes out to all customers within that organization.  However, when 1 person within the organization response, no one from the organization is advised. 

 

how do we ensure the email replies to all ?

1 answer

0 votes

Hi,

not sure, if this is true with default setup.

The organization field is used to share the ticket with all members of the organization. This means that they can filter/search/displace the ticket using the customer portal.

The request participant field is used to actively notify users by email (depending on the notification scheme) on changes made to the ticket.

You should check:

* Customer notification scheme of the JSD project

* Any automation rules notifying other users by mail

Please check:

https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html

Best

JP

Jack Community Leader Jan 21, 2020

if you have - project settings > customer notifications > organization added enabled then issue created notification goes to all customers in the org. However, any/all customers that are interested must request to be a participant. this prevents spamming uninterested parties. At least that is how i remember it. I never enable the organization added notification.

Like # people like this

Suggest an answer

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

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,225 views 28 39
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