How to notify the customer which agent is assigned for his case

[Guillermo Rosas]

Hello,

I would like if it is possible to notify automatically to the customer, which agent is assigned for his case.

This is because the treatment of the issue takes different steps with each responsible for step. (for example: Agent 1 is responsible of development, Agent 2 is responsible of testing, etc...) so is better if the customer is notified who is currently assigned for the case because he could contact directly to the agent. avoiding lot of processes involved.

Thanks.

[Victor Mutambuki · Accepted solution]

Guillermo Rosas

These fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

• Assignee
• Linked issues
• Any fields that are defined by other Jira applications
• Group, project, and version picker custom fields

Read more on the topic.
https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Victor

[Guillermo Rosas]

Hello @Victor Mutambuki

Thanks for the information.

[Heshan Manamperi]

Simply you can try with automation rules to notify via email notifications. I've done few automation rules to achieve similer scenarios. 

[Guillermo Rosas]

Hello@Heshan Manamperi,

Thanks for your response. I have tried to set an automation rule but I couldn't find a trigger related to an assigned agent.

[Mary Ramirez]

Hi @Guillermo Rosas,

You can try to create an automation rule or configure the email notifications.