I am trying to setup Jira service desk to migrate over from ManageEngine ServiceDesk Plus and currently it emails the customer when a ticket is assigned to a technician with the technician's name.
I tried to replicate that function in Jira but cannot see such a variable for technician name is this function possible?
I'm afraid that at this time, it is not possible to create a Customer Notification for the Issue Assigned event. This feature is actually be tracked over at the following feature request: JSDSERVER-1222 : Email notification for Issue Assigned. Do feel free to vote and watch this feature request in the meantime, so that you can be notified as updates come.
We don't have a functional workaround at this time so please vote on JSDSERVER-1222 so our product engineers will add this in the future.
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