Agents not receiving notification after Reporter's public comment

[Stefan Bellinger]

Scenario:

1. Reporter submits a ticket in the service desk.

2. The agent takes ownership of the ticket and adds a comment with additional questions. Reporter receives the notification and responds.

3. Public comment is added to ticket but the Agent never receives a notification.

The Agents currently only get a notifications when the Public Comment changes the status of the ticket which does not include the public comment or when they are mentioned in internal comments which is not an option for reporter in the service desk.

Note that I made sure that the Agent is not part of an organization.

[Gustav L_Estrade · Accepted solution]

Hello @Stefan Bellinger 

A common way to setup the workflow for service desk projects is to use two statuses like "Waiting for reporter" and "Waiting internal" that the request can go back and forth between. This makes it easy to see who the issue is waiting for during the communication process. An automation can be done for the Jira Service Desk project to make the issue transition between these on comments from agents and reporters (see picture below, sorry for some Swedish). 

Since it now transitions aswell, the notification should be sent as expected. 

Hope this helps,

Good luck with your Jira endeavors!

[Stefan Bellinger]

Thanks for the quick response @Gustav L_Estrade 

Problem was that the affected user was part of an organization. Everything works as intended now.