I've tried all kinds of combinations of notification scheme changes but can't get the following setup to work:
JIRA sends messages as "JiraHelpDesk@domain.com". This works fine
There is a 'email@example.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'
1) Requester submits ticket, issue created and status pending. Email goes to Requester and firstname.lastname@example.org.
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.
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?
Yes you should be able to configure it. As described here Service Desk notification is controlled by 2 settings
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
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