Notifications to custom project roles in Service Desk project

[Soporte Atl]

(Jira cloud)

Hi,

I've spent a couple of hours trying to send automatic notifications to a custom project role I created, with no success.

• First, I created the custom role at global level in System > Project roles.
• Then I went to a specific Service Desk project and assigned that role to a user external to the organisation.
• After that I added that role as recipient in the Notifications section of the project, waiting for that user to get an email every time any other client of the Service Desk open an issue.

It doesn't work.

I think maybe additional permissions must be assigned to that role, but I'm stuck.

Any suggestions will be highly appreciated.

Regads,

M

[Jack Brickey · Accepted solution]

The Notification section under Project settings is for internal (licensed users). External Customer notifications is managed under Project settings > Customer notifications. You will note that you cannot use roles here.

what is your goal with using roles? Maybe you could use Automation to achieve it?

[Walter Buggenhout]

🙌

[Soporte Atl]

Thanks so much. Didn't know that detail.

Regarding automation, that's precisely the option we are trying in the end (now the problem we have is with viewing permissions by customers, but that's another one :) ).

M

[Walter Buggenhout]

Hi @Soporte Atl ,

If the user is an external user (and so: a customer), notifications are sent through the Customer Notifications section in project settings and not through the notification settings. Those only send out emails to internal users.

If you want to send specific notifications to external users, you should set up an automation rule for that purpose instead.

Hope this helps!

[Jack Brickey]

We are in lock step  @Walter Buggenhout ! 😀

[Soporte Atl]

Many thanks, @Walter Buggenhout

Thank you for pointing me in the right direction.

M