Customer Notifications - Choose Recipients?

[Pronto Software]

Howdy,

How does one enable fields on: Customer Notifications – Rule – Recipient list?

Seems there are limited options, depending on which notification rule you’re looking at, for example: Comment Created, edit recipients, only two types are available (Customers involved, Reporter (customer)). For other rules, like Approval required or Organisation added, an extra field is available to add as a recipient.

According to documentation (at the link below) there’s a list of options available as recipients. Doco is scant on information around this detail.

https://confluence.atlassian.com/servicedeskserver042/managing-service-desk-notifications-971605291.html#Managingservicedesknotifications-recipients

Running: Jira Service Desk – Server version 4.2.0

What am I missing?

Cheers,

Peter Quick

Pronto Software

[Andrew Laden · Accepted solution]

Some of those options for recipients are only valid for certain types of notifications. 

For example, "Added Participants" is only valid for the "Participant Added" notification. (ie, only notify the people who were just added. ) after that they are just part of "Customers involved"

Similar for added organizations.

"Approvers" is only valid for "Approval Required" If the approver also wants to be updated on the issue, they should add themselves as a request participant when they are doing the approval.

So there is nothing to enable here. That is just how it is designed. 

What are you trying to accomplish?

[Pronto Software]

Hi Andrew,

That makes sense, thanks for the timely answer.

We'd like to utilise all the Recipient Options on any customer notification rule. We're using JSD to manage consulting engagements. Our consultants are Agents.

One use case example.

On a particular JSD project, a collaborative technical implementation effort, the Organisation is populated with Customer people performing various roles: operational, technical, management, etc. We, the Agents, are collaborating on the implementation project.

We'd like comment notifications to go to Added Participants - not - all members of the customer Organisation.

Customer SMEs are added as Participants, they're involved with request resolution efforts. The broader Organisation membership includes customer staff who aren't involved in request resolution roles.

The request Participants (at the Customer site) work with us to resolve some tech issue that an operation role person (at the Customer site) raised.

Cheers,

Peter Quick