service Desk Email to organization

[Neetu Verma]

HI,

We would like to send an email notification to the entire organization when a ticket is closed/resolved. 

I can get this to work only for internal JIRA users. For example, I created a test organization and added my personal email address and my JIRA email address to it. 

I get an email on my JIRA user but I don't get the email to my personal email address. I checked Junk and everything.

This is critical for our service desk implementation.

Can someone please help me.

Thanks

Neetu

[Angélica Luz · Accepted solution]

Hello Neetu,

Thank you for reaching out to Atlassian Community!

When a ticket is shared with an organization, members must go to the portal and opt-in to receive future updates.

With that said, members of the organization will only receive the notification when the ticket is closed if they go to the portal and turn the notifications on.

There are feature requests suggesting improvements for that:

• Ability to choose send notification to some organizations
• Send Notifications to Service Desk Organization Members By Default

Please, click on vote and watch to receive updates about the features.

For now, if specific people must receive notifications, you can add them as participants. 

You can also edit the notification for it to be more clear to the members of the organization that they need to access the ticket and select to get notifications. To edit the template, please go to Project settings > Customer notifications (for classic projects) or Project settings > Notifications > Customer notifications (for next-gen projects).

On this page, you can click on "Edit" for "Organization added" in order to edit the template and after modifying, click on "Save".

Regards,
Angélica

[Neetu Verma]

Thank you, this helps.