Changing requester does not send email notifications to them

We are new to the Help Desk and so far we love it. One of the issues we are having is that when a customer (who is setup in the Help Desk as a "customer") sends me an email directly instead of to the Help Desk, I forward it to the Help Desk email so that a ticket is created. Of course, because I forwarded it, I now receive all of the email notifications instead of the actual user because it technically came from my email. That all makes sense.

The Issue is that I then go into the ticket and select the original user as the "Requester" so that the ticket is properly associated. What I would expect to happen at this point is that the user (now the requester) would receive email notifications going forward, but I continue to get all of the notifications and they receive nothing.

Is there a way to make it so that the new Requester receives the notifications to their email so that I do not have to try to keep them updated outside of the Help Desk?


1 answer

This widget could not be displayed.

Hi Matthew,

You mean "Reporter", not "Requester" right?

If so, when you change the associated reporter, if his email is correctly set, then he should start receiving notifications message and you should stop, unless you assigned yourself as a watcher of the issue.

You can check under your Project's Notification and see if the Reporter of the issue is set to be notified by the system, if it's not, then that might be the problem.

Hope it helps! laugh

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

109 views 1 2
Join discussion

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