Customizing customer submit request in Jira Service Desk

[LokanaSM]

Hi Team,

When a customer submits a request, they receive default email notifications as the issue and create a corresponding test request in service desk project.

Here default mail notification is sent to customers, can we customize this mail notification which will send to customers (Who raises the request) with additional user or groups.

Thanks in advance.

Sanjeev Kumar N

[Victor Mutambuki]

SRee,

My answer is based on what i've understood from your question. I hope I understood it well. 

As shown on the attached image, go to Customer Notification and then edit the default rules. You can even addy your own.

Let me know if this was useful to you.

Thanks

Victor

[LokanaSM]

Victor,

Thanks, We are not able to add the user or group mail id in default rules for "Request Created" attached is the screen shot.

We need to add additional users/Groups to get the mail when New Request is created, so the mail should trigger to the customer and user/groups.

Request to let me know steps to add the user & groups.

[Victor Mutambuki]

SRee,

You must be a JIRA admin and not a Service Desk Admin to add "Reporter (customer)".

Victor

[LokanaSM]

Victor,

Sree and my self (sanjeev) are having Jira Admin access.

We need to add additional users/Groups to get the mail when New Request is created, so the mail should trigger for both customer and user/groups.

Request to let me know steps to add the user & groups.

[Victor Mutambuki]

SREE and Sanjeev,

Please see link below

https://confluence.atlassian.com/doc/adding-or-removing-users-in-groups-138321.html

victor