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Can I set a reporter as the watcher by default when issue is created from Zendesk?

Deleted user August 20, 2018

We have Zendesk - JIRA integration, and we want to have the ticket creator to be in the watchers list by default even when issue is created from Zendesk. Is this possible?

2 answers

0 votes
Deleted user August 22, 2018

Internally Zendesk is used by our support team, and our customers call them on the phone to report issue. The issue is logged in on behalf of the customer by our support members, and they want to be in a position to be informed the moment an update is available

Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 22, 2018

In that case, I would suggest for your support members to use the method outlined in https://confluence.atlassian.com/servicedeskcloud/raising-requests-on-behalf-of-customers-747602734.html instead. This ensures the customers are the reporters and would always receive notification

Deleted user August 22, 2018

Ok, so we DO NOT want customer receiving direct emails from JIRA. We want the support members to be notified, and they in turn notify users.

I tried to use the "Email issue" post function and checked options to send notification to issue reporter. This has not worked for us either...

Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 22, 2018

Now I see where you're coming from. Thanks for the clarifications.

As the reporter of a JSD issue, the reporter will be treated as a customer. As a customer, the user would only be able to receive Customer Notifications regardless of the user also being an agent/admin/licensed user.

Since the reporter is not receiving customer notifications, I'm suspecting that there is no Request type set on the said issue. Can you confirm?

At the same time, you can change the behavior of agents not receiving notifications when acting as a customer at Settings > Applications > Jira Service Desk > Configuration. Change the Should customers receive Jira notifications? to Yes, send customers both Jira Service Desk and Jira notifications so that the reporter would receive Jira notifications too.

Deleted user August 30, 2018

 do not see "JIRA SERVICE DESK" within applications

Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 30, 2018

Hey Sujith,

It should appear something like the attached screenshot.

Screen Shot 2018-08-31 at 2.53.10 PM.png 

Since you have tagged this question with "jira-service-desk-cloud", I assume you do have Jira Service Desk within your application, right?

Deleted user August 30, 2018

JIRA.PNG

Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 31, 2018

I see that you do not have Jira Service Desk installed hence the proposed solution is not valid. Looks like this question is wrongly tagged.

Since the support member is the creator/reporter, they should be able to receive all the notifications triggered for the issue given the Notification Scheme is configured to notify the reporter on all events. If they also need to be notified of their own changes, they would also need to configure their profile to allow notification on own changes as outlined at https://confluence.atlassian.com/jiracorecloud/manage-your-jira-personal-settings-952074144.html

Deleted user September 2, 2018

Actually just realised that this issue is not to do with Zendesk integration. In our case, irrespective of how we create the issue, the issue creator / reporter is not getting an alert of any change. We are now using slack notification as a workaround, but that is only a temporary solution.

Screenshots of existing notification scheme and personal settings are attached herewith.

Notification Scheme.pngjira-personal-settings.PNG

0 votes
Nabil
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 21, 2018

Hi Sujith,

You should be able to use the post function Copy Value From Other Field on the Create issue transition.

Screen Shot 2018-08-22 at 2.40.11 PM.png

However, as the reporter of a JSD ticket is treated as a customer. Watchers are meant for Jira users and customers would not be able to receive Jira notifications.

Could you share with us why you would need to set the reporter as watcher?

Regards,

Nabil

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