Email notifications for ticket updates going just to reporter

[Mohit Verma]

Hi Team,

We have noticed that in the JSM tickets only the reporter of the ticket is getting updates posted by our team working on the ticket.

Situation: Sometimes after shift handovers on customer end the reporter(customer) might not be available after hours and the ticket is shared with multiple people(customer side) to take over but those people are not getting notified about the ticket updates.

Is there a setting to enable everyone in the shared with list to be notified along with the reporter automatically when any new response is posted for the customer.

Thanks.

Regards,

Mohit Verma

[Trudy Claspill · Accepted solution]

Hello @Mohit Verma 

Review the Customer Notifications configuration for the project by navigating to Project Settings / Notifications / Customer Notifications

There you can modify the recipients of each notification.

To send notifications to the Reporter and people with whom the request is Shared, the recipient should be "Customers Involved".

For more information refer to the documentation about JSM Cloud Customer Notifications:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

[Mohit Verma]

Hi Trudy,

Thanks for the response. This helped.

Regards,

Mohit Verma

[John Funk]

Hi Mohit

You can create custom notifications with automation rules for your staff.

[Mohit Verma]

Thanks John

[Joseph Chung Yin]

@Mohit Verma 

I agreed with both @John Funk and @Trudy Claspill suggested.  For the automation rule route, it may give you more flexible setup on the recipients side as you can provide the the email addresses when using the SEND MAIL option + the ability for customizations (using smart values) of the email content if needed.

Here are some key references for you on Automation Rules -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Hope this also helps.

Best, Joseph Chung Yin

[Mohit Verma]

Thanks Joseph.