IT initiating alerts/notifications to customers

[SOC]

Having trouble creating service management project.

All the templates seem to be designed for customers initiating tickets/requests for the work team.

I am looking for a solution where the work team has the ability to create tickets to notify organizations/customers on alerts and/or incidents.

[Brant Schroeder]

@SOC JSM allows you to raise requests on behalf of the customer.  This can be done by following the steps here: https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/ 

If you have organizations setup in JSM you can raise a request for that organization as well.  This can also be automated by using the API.

[SOC]

Running a quick test service management project with the customer service template, my user has admin and service desk team role.

I added a test organization with a couple test customer accounts in it.

When going to raise a request and choosing a "raise requests on behalf of" option, it only allows me to select individual customers and not organizations that were added to the project.

And from another staff user account with only the service desk team role on the project, they dont even have the option to raise a request.

[Brant Schroeder]

@SOC sounds like you need to check your settings and how your service desk is setup.  This is my desk and a customer is selected that is in an organization so the org shows at the bottom.  If a user has a license and is added as a service desk team member then they will have the raise a request option.  These options should exist in most templates.  Helpful articles below:

• https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/ 
• https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-for-a-customer/ 

[SOC]

so when a Team user is added to People with the Service Desk Team role on a Service Management project, but not a added user to the Jira Service Management product under admin.atlassian.com/o/..../products, they are not able to raise a request?

If Jira Service Management is under the Free plan and Team user is added to the product, is this considered licensed and can then raise requests?

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When selecting a customer for "Raise this request on behalf of", the option to share with organizations they are part of shows. The created request in the portal shows "customer name raised this" which is not ideal.

All customers within the selected "Shared with" organization receives a initial notification through email but NOT all receive update notifications on the request. Only the single selected user from "Raise this request on behalf of" receives update email notifications.

Team members added on the project receive no notifications for new submitted requests.

[Brant Schroeder]

@SOC They will receive notifications if you have them included in the customer notification.  You can edit the notification to include more than the reporter.  

[SOC]

what about for all customers within a selected organization on a request to receive update notifications?