Implementing JIRA ticketing system - notify original sender/reporter

[Kazi Ahsan]

Hello all,

This is our first question at JIRA. We are in the progress of implementing the JIRA ticketing system. Our senders are now able to create issues automatically under the project our JIRA project by sending emails.

However, the sender is not getting any notification email when the issue is updated by us( for example adding a comment to the issue or when we close the issue). Our sender's list is not meant to be JIRA users and they don't have any JIRA accounts. 

Instead, when we to go issue detail, the issue is picked up by the default reporter according to our configuration and the original sender who sends an email to create an issue does not get notified when we add a comment to this issue or update the issue status.

Original Sender/Reporter needs to be notified every time his issue updates by automatic email notification to them.

We would really appreciate it if anyone in this forum can put us in the right direction.

Best Regards

Kazi

[Rilwan Ahmed · Accepted solution]

1. Are you using Jira sofware or service desk ?

2. Hosted in cloud or server/dc ?

[Kazi Ahsan]

Many thanks, @Rilwan Ahmed 

Your response has made me think and put me in the right direction.

I was using a normal JIRA project. Once I added the JIRA service management tool and created a 'service project' then things were starting to line up.

Best Regards

[Rilwan Ahmed]

Glad you could solve it. You can click on "Accept Answer" if it solved your problem. 

[Vladimir Horev _Raley_]

Kazi,

If your reporter's email is stored in some Jira (custom) field, then you could use an add-on like ours Raley Emails Notifications to notify him/her when issue is updated. 

Jira will not send email notifications to the people who are not Jira users. JSM would do that for customer type of users.

Cheers,

Vladimir / RaleyApps