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:


JIRA sends messages as "". This works fine
There is a '' 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'


1) Requester submits ticket, issue created and status pending. Email goes to Requester and
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
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. 



Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,397 views 15 19
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you