Service Desk Notification for Generic Event?

[Michael Johnson]

Greetings,

I have a Service Desk with a notification scheme that should email to Watchers/Assignee/Reporter on a Generic Event, however it's not working. I'm wondering if it might be because I don't have a notification configured for a Generic Event in Customer Notifications. Does anyone have experience with this that can confirm or deny my theory?

Thanks, Michael J

[Mark Segall · Accepted solution]

Hi @Michael Johnson - Customer Notifications should have no bearing on what has been set up in the notification settings.  However, there are a few things at play here:

1. Reporters:  in the JSM Product configuration there is an option to send customers both JSM and Jira notifications. This is disabled by default because most organizations do not want to double up notifications to their customers.  In JSM, the Reporter is also the Customer so by virtue of this configuration being disabled they would only receive the customer notification. 
   NOTE - As this is a global setting, enabling it would impact any other JSM projects would be impacted.  
2. Watchers implies that the user has internal access to the project.  Each watcher would need to be granted Browse Projects permission
3. Assignees should be receiving notifications.

All this said, JSM is designed a specific way so I'm curious why you need to send generic events to the customer.  In most instances, the default customer notifications would be enough for the customer experience and you can augment that further leveraging automation.  Also, watchers should really only be people on the team like the manager.  Anyone related to the customer should be set as Request Participants which would give them similar notifications as the customer.

[Michael Johnson]

Hi Mark,

The use case is notifying users(reporters specifically) on transitions. As it stands, users have no idea that we've started work on their issue unless we @mention them with a question about their request.

The workflow in question has a generic event on each transition but no notification is going out. I'm going to research your answer in #1 otherwise seems like I need to create either a custom Customer Notification or an Automation.

[Mark Segall]

I would recommend leveraging the built in customer notifications.  Unless you need to go down a rabbit hole of deep customizations, they're very easy to enable.

[Ste Wright]

Hi @Michael Johnson 

As this is Server, my answer is a little assumptive.

As far as I know though, internal notifications do not get sent to a customer (even if they're the Reporter), unless the Reporter is an Agent.

You'd need to have/create a customer notification for the Generic Event in this instance.

Ste

[Michael Johnson]

Just adding this after a bit more digging on my part, so our 'Customer-visible status changed' notification was disabled on our project. <facepalm> Now I just gotta figure out which statuses are customer visible. Also, finding the Enable checkbox was a bit of a mystery so inc a SS of it as well.

[Marc - Devoteam]

Hi @Michael Johnson 

The notification scheme is only applied for emails towards licensed users within the Jira context.

Customers who are the reporter of a JSM issue, are most likely not licensed users and a notification scheme does not apply to them.

Only the customer notifications within a JSM project apply or automations rules can be used to provide customers information, as JSM has smart value options to put in place so the customer is referenced.

Or off course a marketplace app can provide solutions, in regards to email. You will still need to see if such an app is then able to sent out mail to non licensed users

[Michael Johnson]

Hi Marc,

The users in question are licensed users with a Jira account but they're not Service Desk Agents.  Your response does still seem to sorta validate my theory though. Unless I explicitly define a Customer Notification in JSD for a Generic Event, users won't get notified with the regular Jira notification for a Generic Event.