Sending a notification email when a Service Desk request is created

Our customer would like to receive a confirmation email when they create a Service Desk request using the customer portal.

In the JIRA project of the Service Desk I have gone to Administration -> Notifications. In the Notification Scheme, the 'Issue Created' event has the following under 'Notifications':

  • All Watchers
  • Current Assignee
  • Current User
  • Reporter

But when a user creates a request they do not get a notification email.

<dl title="You will not be notified by email of any changes you make."><dt>In their profile preferences the 'My Changes' setting has been set to 'Notify me'.

Is there something else I am missing?</dt></dl>

Any help is appreciated, thanks.

2 answers

1 accepted

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Is that repoter able to receive othe emails from same issue which he/she created.

If not then Jira is not sending any notifiation to it.

If yes, please look into atlassian-jira-outgoingmail.log file - to whom it is sending an email.

Also you can run notification helper from add on for perticular user on issue create event.

If I am using OnDemand Service Desk is it possible to access the atlassian-jira-outgoingmail.log file? If so how is this done? Thanks.

not sure about on demand service desk. please raise a ticket with atlassian to get more details

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Gary,

 

You can use our add on to send notifications from SD on the cloud. There's plenty of events available to hook up to as well as JQL for fine-tune of the condition when notification is being sent-out. Add-on is available here:

https://marketplace.atlassian.com/plugins/net.vacom.jirassimo/cloud/overview

 

Cheers,

Vladimir

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