Notifying the customer/Reporter that the issue has been assigned to an agent

[LanceTo]

When a ticket has been assigned to an agent. Jira will send a notification to the agents.

But the customer/reporter does not receive this notification even though the Default Notification Scheme shows the Reporter will receive the Issue Assigned notification.

Is there a way to enable the notification for the customer/Reporter?

Thanks in advance,

Lance

[Peter Bengov]

Hi @LanceTo 

It's not part of the customer notification options. What you can do is configure an automation rule, which is part of Service Desk.

[LanceTo]

Hi Peter

Is it an existing automation rule that I can configure or do I need to set up a new rule?

We've only recently implemented Jira Service Desk cloud version, so my experience is quite limited when it comes to the more advanced areas of JSD.

I take it then Reporter and customer are not treated the same way in the Default Notification Scheme.

Lance

[LanceTo]

@Peter Bengov 

[Peter Bengov]

You are correct Lance, Reporter and customer are not treated the same way. The notification scheme is more complex when dealing with external customers. 

In terms of setting up an automation rule - you will need to create a new one. It could be something simple like Trigger > Action which can translate to: status change (as the trigger) > add an external comment (as the action).

More info about these rules can be found here: https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html#Automatingyourservicedesk-createACustomRuleCreateacustomautomationrule

[LanceTo]

Thanks @Peter Bengov - I appreciate your assistance with this issue.

[Peter Bengov]

Happy to help. If indeed the answer was satisfactory - please accept it