Notification to reporter

[Tim Tøfte]

If i create a ticket and assign another reporter than myself, the reporter i assigned dont get notifications. Nether if i change reporter after the ticket is created. 

i would like the notifications to be as normal, when a user creates a ticket he get notified when we (support) comments on the issue.

Is this possible to do ? 

[Marc - Devoteam]

Hi @Tim Tøfte 

Welcome to the community.

The default customer notifications don't fro see in this option. Only when an issue is created, or if you you create the issue for a user, but the "Request Type" field has to be set on creation of the issue

Issues raised via the portal will have so by default, but if an agent creates the issue from the backend of the project, make sure to set this field, otherwise the user set as reporter also can't see the issue from the portal.

You could create an automation rule to sent an email based on the action when a reporter changes.

[Tim Tøfte]

i have made an automation rule that notify the reporter i changed to. But the reporte dosent get further updates, just that one mail in the rule 

[Joseph Chung Yin]

@Tim Tøfte -

Glad it is working for you.  Please note that the notification events for the reporter (customers) via the portal are different then the project notification configuration scheme setup.

For Customers - The notifications setup is controlled via Project settings >> Customer Notifications.

For "Reporter" - The notification setup is controlled via Project settings >> Internal Notifications.

Hope this also helps.

Best, Joseph Chung Yin

[Tim Tøfte]

sorry, i got it to work now. When i changed request type to "service request"