On JIRA Service Desk, we have internal JIRA users (agents) who work outside the office on site with customers. When these agents act as the customer (reporter) and raise a quest, they don't receive the 'customer notifications', such as outlined here:
Instead, they receive general Jira notifications which don't include the information I have set in my service desk customer notifications. I need these users to receive the detailed notifications and not the general JIRA ones.
How do I configure my customer notifications to go to my internal users when they raise requests?
Note - these agents don't use the portal, they use the internal service desk page to raise requests and interact with requests, like a collaborator on behalf of customers. They have:
'create issue' access
'service desk agent' access
'add comment' access
this is less of an answer and more of some thoughts based upon my experience. Hopefully someone will have a better answer for you. With that said...
I assume you have your agents listed as Customers too? Note that Customer does not equal Reporter. Having said that, I expect that may not make a difference. I believe that being an Agent supersedes being a customer. JSD's two notification schemes (Customer and standard JIRA notifications). This allows you to handle the non-JIRA user use-case that Customers fall into. However, since your Agents are JIRA users I believe notifications to them will fall under standard JIRA notification scheme. I need to test this out w/ a peer to validate.
Thanks for your response. It certainly seems that this is the issue we are experiencing.
Is it possible to edit the Standard JIRA Notifications template? All I want to do is include a url link on the notifications that agent reporters are receiving.
I haven't spent time on this but there is some documentation that may get you where you want to be (below). Others may have more insight and respond here.
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