How to change the customer notification To field

[serge calderara]

Dear all,

We have a wierd issue on our notification to our customer which submit the request.

Based on that I have 2 simple question :

Q1 : In the customer notification settings, in the To field it is mentionned by default customer involved has seen below

what does that  customers involved field means exactly and where can we find out this field, is it a system field ? if system field how it is filled it or mapped to customer email ?

Q2 : Is it possible to edit after ticket creation the Reporter field in order to modify it ?

Q3 : Is it possible to add in the To section a custom field other than reporter and customer involved?

regards

[Angélica Luz]

Hello @serge calderara,

Thank you for reaching out to Atlassian Community!

The Customers Involved are all customers involved when a ticket is created, for example, when a customer creates a ticket via email and add someone as CC, they will be added as participants, so this person is considered a “Customer involved”. 

This is not a field that can be accessed or modified. 

Each notification has specific recipients. On the Request Created, for example, it’s possible only to add the Reporter and Customers involved (the reporter is also considered the customer involved). 

You can edit the reporter after the ticket is created, the only issue is that the person who created won’t be able to access the ticket in the portal anymore or receive notifications. 

The TO field in customer notifications can’t be modified, you can only add the options that appear there. For example, on the “Approval required” notification, you can add the Approvers, Reporter and Customers involved, but the Approvers are only available on this specific notification, they can’t be added to another notification. 

The workaround for that would be to create an automation rule (Project settings > Automation > Automation) to send an email when the issue is created, so you can choose anyone on “TO”.

Kind regards,
Angélica

[serge calderara]

thanks for your reply @Angélica Luz ,

For clarification when a customer for exemple creates a ticket via email and add a cc user for instance, I understand that both are part of the customer involved criteria.

The point which is not clear to me is , how the notification is reaching back all customer involved ?

Is it by there email adress that they give on the portal or from the From email section which became the reporter ?

Does those customer involved need to get a Jira account for receving notification?

Thanks for clarification on that point

regards

[Angélica Luz]

Hi @serge calderara,

If the portal is open to anyone to create tickets, then the notification will go to the email the customer added. The account will be created at this moment and the customer will receive the notification that the ticket was created.

If the customer creates a ticket via email, then the reporter will be based on the first email on the FROM. If the customer adds more emails on FROM or CC, then they will be added as participants. 

If customers are allowed to create their own accounts and have permission to share tickets (Customer permissions > Customer sharing > Customers can search for other customers within their project or organizations), then the account of participants will be automatically created and they will receive notifications.

With this said, if the project is not open and their accounts don’t exist in Jira, they won’t be added to the ticket and won’t receive notifications.

Just to clarify, when I say project open, it means that the global permission (Cog icon > Products > Configuration > Can customers create their own accounts?) is set to “Yes, by signing up or sending a request” and the customer permissions on Project settings > Customer permissions (company-managed project) or Project settings > Channels > Customer permissions (team-managed project) is set to “Anyone on the web.

[serge calderara]

Hello @Angélica Luz , thanks for your reply.

First of all the portal is not open to any customer. We have actually 2 process :

1 - Customer call a hot line for a probleme and the hotline enter a ticket from the helpdesk portal with customer information ( First name, adress, email )

2 - Customer can send directly an email to our support mail box. The received email create an issue in Jira Service Desk

In any of those 2 scenarios, we do not create customer account at all.

Based on scenario 1 :

Q1 if the ticket is created on behalf of the customer, the hotline agent became the reporter of the ticket. Then the customer do not gets notifiy on ticket update.
What is the way to get customer notified in that case ?
Can we map the customer email field and copy the value to an other field which will be able to receive notification ?

Thanks for clarification

regards

[Angélica Luz]

Hi Serge,

Is the hotline agent a person that creates the ticket or is it an automatic process? 

When creating a ticket on behalf of the customer, in this case, if it’s manually, it’s possible to create an account:

Portal:

Agent view (create button):

Can we map the customer email field and copy the value to an other field which will be able to receive notification?

If the customer email address is added to a separate custom field, then it’s possible to use an automation rule to copy the email address and add it to the reporter field.

When: Issue created

If: matches JQL condition reporter in (“hotline agent email”)

Then: Add new customer

{{issue.customfield}} on customfield in this case, you need to add the name of the field where the customer email address is added.

And: Edit issue fields. Select Reporter and click on … > Copy from. 

Select “Current issue” and on “Field to copy value from” select the custom field that contains the customer email address.

Please, take your time to test and let us know how it goes.

[serge calderara]

hello @Angélica Luz in reply to your question :

Is the hotline agent a person that creates the ticket or is it an automatic process? 

It is an automatic process based on the incoming email which raise a specific email aadress When an email is received to support@mydomaine.com, the a Service Desk ticket of type Service Request is created and the reporter is an internal process account which have correct permission to create the ticket

You said : 
"When creating a ticket on behalf of the customer, in this case, if it’s manually, it’s possible to create an account"

Question 1 :
What do you mean exactly by "Create Account" ? Is it an Atlassian account which will then consume a license count ?

Question 2 :
what is the type of filed in your sample which named Raise Request on bahalf of ?

Question 3 :
you said :"f the customer email address is added to a separate custom field, then it’s possible to use an automation rule to copy the email address and add it to the reporter field."

Does that means by doing this we replace the initial reporter email of the agent creating the ticket by the email of the customer OR can we add more than one reporter field ?

If we go to an Automation rule, I guess we can simply handle a Send Email action where the To field can be the custom field where the customer info is located and send that email for each comment update for instance ? correct ?

regards

[Angélica Luz]

Hi Serge,

When using the Service Management mail handler, customer accounts can be automatically created, and also customers would be automatically added as the reporter and receive notifications since the ticket is created. 

I’m telling you this because as per the details, it seems that you are using the Jira Core mail handler, where it’s necessary to add a default reporter. On the Service Management project, this is not necessary.

• Receive requests from an email address

Question 1 :

It creates a customer account. Customer accounts won’t count as licensed.

Question 2 : 

The “Raise Request on behalf of” is a system field, it will show by default when an agent creates a ticket via the portal or via the Create button. 

Question 3 :

That idea was just if it was an automatic process, but since someone manually triages the emails, then it’s possible to create the customer account and add as a reporter, so they will receive notifications.

The automation rule would replace the reporter with the customer account, so the customer would receive future notifications. 

If we go to an Automation rule, I guess we can simply handle a Send Email action where the To field can be the custom field where the customer info is located and send that email for each comment update for instance ? correct ?

Yes, you can select a user/group field as the recipient of the email.

[serge calderara]

Hello @Angélica Luz ,

Juste for clarification we are not using the internal Jira email but instead a plug in name JEMH Cloud which offer more customization and field parsing

Just to confirm what you said.

I have an email which came in where the from is mycustomer@domaine.com
The From email  is copy to a custom field "customer contact email"

Please note that the email adress used from the From of the initial email and which is copied in the custom field, is not representing any account in jira even Customers as we do not create and allows to create any of those external account.

Based on that are you sure that the custom field "customer contact email =mycustomer@domaine.com" can be copied in Reporter system field which is actually a User picker type field  if the account is not existing in Jira ?

[Angélica Luz]

Hi Serge,

Thank you for the information.

I’m not sure if it will work in this case, since it’s not the Service Management mail handler. 

The best option would be to contact JEHM support, they will know better how to set the reporter correctly. 

• https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1

I saw that you created another question and mentioned that “The reporter field is filled up with the FROM email info”, so I don’t know if you already resolved the issue. If so, feel free to share here what was the resolution.