Whenever I resolve an issue, the Reporter is not getting a notification for Issue Resolved.
This is only for a project created in the latest JIRA version. Projects that we created in an earlier Version of JIRA (5 I believe) send this notification just fine.
The projects use the same notification scheme.
Start with a look at the workflow for that issue type - find the "resolve" transition and look at the "post functions". There will be one that says "fire event X" (probably going to be the "issue resolved" event, but you need to check).
Now, go check the notification scheme in the project. Find the event and check that the rule includes "reporter" explicitly.
You also need to check that the user can see the issue.
Thank you for your help,
As far as I can see it looks just fine. The Resolve transition says "Fire a Issue Resolved event that can be processed by the listeners".
Under the notification scheme, the Issue Resolved event includes "Reporterer", and that notification scheme is shared by the 2 projects that I tested it with. Yet, for one project (one that is using the Service Desk add-on) the Resolved template is not being sent.
"Customers" or the reporter/request participants, do not use the JIRA Notification Scheme. Please check out the relevant documentation – https://confluence.atlassian.com/servicedesk021/configuring-jira-service-desk-notifications-693896343.html
When a customer submits a request, they receive the following 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, i.e. the 'status name'.
Thanks Nic. To be clear, any JIRA User that is a "reporter" of a "request" is now a customer and thus falls under the purview of the aforementioned customer notifications.
Since Robin is setting himself as the Request Reporter, he is no longer using the "JIRA notification scheme" that he thinks he is.
Ah I understand, makes sense!
However since we would like to have a customer portal available for our customers, we only use the incident type "Service Request" so that the issues appear in the customer portal too.
The thing is, we would also like to be able to make custom email templates, but as far as I know, the Service Desk templates are hard-coded and thus cannot be edited. Is there a work around available so that the default notifications are being sent to "customers" ?
Edit: Why do I get a JIRA (Not service-desk) notification then when an issue has been created? When again I am setting myself as the reporter.
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