Jira notification

[Rajan Dangol]

Hi,

What does it mean by Generic event? I have noticed that once a ticket has been resolved by an agent, a customer who has raised a ticket is not getting a notification that their ticket is resolved. 

However, if a custom field in updated after the ticket has been resolved, customer are getting notified.

[Samuel Gatica _ServiceRocket_]

Hi @Rajan Dangol 

Generic event - The exact nature of this event depends on the workflow transition post function(s) which invoke it. As with custom events, you can use the generic event to generate an email notification (or invoke a listener) from a particular workflow transition's post function (see Working with workflows).

Ref: Custom events 

If the resolved notification is not triggering, you may want to check the Notification Scheme  and ensure the user is in the event Issue resolved

Best regards

Sam

[Rajan Dangol]

Hi Sam,

Thanks, please see attached. I have it turned on but realised that it's not sending any notification once the ticket is resolved. 

And also, how can i stop notification from triggering to customers if I have changed something in the custom field?

[Samuel Gatica _ServiceRocket_]

Hi @Rajan Dangol 

The Notification scheme above is to send internal notifications to your licensed users (agents).

If you want to configure the notifications to your customer in JSM then you need ensure they are active from your service project, select Project settings, then Notifications, then Customer notifications. Here ensure the Request resolved is active.

Request resolved

You can also View customer notification logs for your service project.

To disable the internal notification when you modify a field, you have to remove all the roles from the event Issue update.

Best regards

SAm

[Mariana Silveira Sales]

Hi @Rajan Dangol 

Generic Event can be triggered in situations that there isn’t a specific event type configured for that action. It's like a placeholder. It can be used to trigger notifications or actions if you configure it to do so, but it doesn’t have any built-in meaning or notifications attached.

Probably, the customer notifications do not have the "generic event" configured. I'd first check if the customer notification for "Request resolved" is enabled.

Update:

Second, you can add to the transition to fire the Issue Resolved event.

Do not edit or remove the "Fire a generic event" post function, since it is essential for automations and Marketplace add-ons. 

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/#Post-functions

[Rajan Dangol]

Hi Mariana,

Thanks, it seems I have that option as turned on. 

[Rajan Dangol]

Also, how can i stop notification from triggering to customers if I have changed something in the custom field? After the ticket has been resolved? 

Custom field is hidden.

[Mariana Silveira Sales]

@Rajan Dangol by default editing fields won’t trigger a customer notification unless they are explicitly configured to do so in the Customer Notifications settings.

So I'd check if:

1) there is not a custom notification in the currently Customer Notifications

2) there is no automation rule configured to send notification when a field is updated 

[Rajan Dangol]

If someone adds an internal note within the ticket and they are notified of the change in the custom field after the ticket has been resolved, does it mean that customer will also be notified?

[Mariana Silveira Sales]

No, adding an internal note will not notify the customer, even if there are changes to a custom field afterward.

If the custom field is updated after the ticket is resolved, this action might trigger an Issue Updated event, which can notify agents (but not customers)

[Rajan Dangol]

Also, how can i disable that notification to users who have added internal note? Of that update with the custom field

[Rajan Dangol]

Where can I find the issue updated event?

Thanks Mariana for your response. 

[Mariana Silveira Sales]

You're welcome.

You can find the Issue updated in the project settings -> Notifications -> Internal notifications 

[Rajan Dangol]

Is it "An issue is edited" or "An issue is updated by a workflow transition (generic event)"?

Will this affect any other change? Just trying to understand what is meant by edit in this instance.