Better notifications JIRA Service Desk

I've tried all kinds of combinations of notification scheme changes but can't get the following setup to work:

Overview: 

JIRA sends messages as "JiraHelpDesk@domain.com". This works fine
There is a 'helpdesk@domain.com' group which contains users who work on tickets, we'll call this 'helpdesk'
We'll call users of 'helpdesk' 'Support'
We'll call a user who creates a ticket 'Requester'

Workflow:

1) Requester submits ticket, issue created and status pending. Email goes to Requester and helpdesk@domain.com.
2) A member of helpdesk picks up ticket, status goes to 'in progress'. ONLY Requester gets notification
3a) Ticket is resolved by Support, issue to 'Closed'. notification goes to Requester. End of workflow.
3b) Support requests more information from Requester. Issue goes to 'Waiting on customer'. Requester gets email requesting information.
4) Requester responds with information. Status from 'Waiting on customer' to 'Waiting on support'. Support gets email.
5) Support either repeats step 3b or resolves ticket. Issue status changes. Requester gets email.

(Additional) - If customer updates their ticket in the web interface, that should trigger a notification to Support.


Simplified workflow:

Pending Support -> In progress -> resolved
OR
Pending Support -> In Progress -> Pending Requester <-> Pending Support -> Resolved. 

The idea is to really only notify the end user when work starts the first time, when it is closed, and when information is needed.

Then the goal is to notify the service desk on creation of an issue and the support account when information is provided.

Is this a possible configuration in JIRA Service Desk?

1 answer

Yes you should be able to configure it. As described here Service Desk notification is controlled by 2 settings

  • Customer notification is controlled by system wide JIRA Service Desk configuration -> Notifications. If this setting is enabled, customers receive email notifications when they raise a request through the Customer Portal, when their request is resolved, when another user comments on their request, and when there is a change in the request's status.
  • Agents notification is controlled by Notification Schema for your JIRA project. Normally only issue assignee and watchers are notified on issue updates. But if you want you can configure any project role or user group to be notified for any standard issue event. 

 

 

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