How do I send customer notifications to internal (agent) reporters?

[Mike Live - UK Team]

On JIRA Service Desk, we have internal JIRA users (agents) who work outside the office on site with customers. When these agents act as the customer (reporter) and raise a quest, they don't receive the 'customer notifications', such as outlined here:

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

Instead, they receive general Jira notifications which don't include the information I have set in my service desk customer notifications. I need these users to receive the detailed notifications and not the general JIRA ones.

How do I configure my customer notifications to go to my internal users when they raise requests?

Note - these agents don't use the portal, they use the internal service desk page to raise requests and interact with requests, like a collaborator on behalf of customers. They have:

'create issue' access
'service desk agent' access
'browse' access
'add comment' access

Thanks,
Michael

[Jack Brickey]

Michael,

this is less of an answer and more of some thoughts based upon my experience. Hopefully someone will have a better answer for you. With that said...

I assume you have your agents listed as Customers too? Note that Customer does not equal Reporter. Having said that, I expect that may not make a difference. I believe that being an Agent supersedes being a customer. JSD's two notification schemes (Customer and standard JIRA notifications). This allows you to handle the non-JIRA user use-case that Customers fall into. However, since your Agents are JIRA users I believe notifications to them will fall under standard JIRA notification scheme. I need to test this out w/ a peer to validate.

[Mike Live - UK Team]

Hi Jack,

Thanks for your response. It certainly seems that this is the issue we are experiencing. 

Is it possible to edit the Standard JIRA Notifications template? All I want to do is include a url link on the notifications that agent reporters are receiving.

Regards,

Michael

[Jack Brickey]

Michael,

I haven't spent time on this but there is some documentation that may get you where you want to be (below). Others may have more insight and respond here.

https://confluence.atlassian.com/adminjiraserver072/customizing-email-content-829827257.html

good luck

[Mike Live - UK Team]

Hi Jack,

Unfortunately we are on the Cloud based JIRA so there is no access to this feature (as far as I'm aware).

Thanks anyway!

Michael

[Matt Holtermann]

Hey Michael,

Did you ever find a way to solve this? Maybe with an app or something?