Why customers in organization do not receive notification when organization is assigned to incident?

[Milan Juríček]

Hello community,

I assigned organization to the request / incident created by me as administrator but the members of the organization did not get notification.

What I read, they should get at least on notification and then they need to sign up for notification.

(this would be also automated but this is already open topic here)

Do you have any idea why users do not get the notification?

Thanks!

Regards,

Milan

[Milan Juríček · Accepted solution]

ok, the problem was i forgot to define a request type. Therefore when I added organization to request, notification was not sent.

[Thomas Deiler]

Dear @Milan Juríček,

can you explain me in detail how you did

assigned organization to the request / incident

this?

So long

Thomas

[Milan Juríček]

Hello,

in the "Customers" section, I we created an organization and few people are added there.

I created a new incident as administrator. I assigned the incident to me. But in this case, we need to notify also all members of the organization about creation of the incident. Therefore I opened the incident and edited the field Organization (I started typing the organization name and then I selected the organization).

[Thomas Deiler]

Dear @Milan Juríček,

I'm not too familiar with Jira Service Desk, but there will be also a notification scheme to be configured. Go to Project Administration and have a look at the Notifications.

It's important, that the "Organization" is also assigned to one or many events. Are they?

So long

Thomas

[Milan Juríček]

Unfortunately, I cannot choose Organization in the Notification schema.

In there end, the following setting says:

[Thomas Deiler]

Dear @Milan Juríček,

I think the following accepted answers will help you further:

JIRA Service Desk doesn't send certain e-mail notifications

How to change service desk notifications?

so long

Thomas

[Milan Juríček]

OK, thx.

We are using Cloud version and last changes are from Jan 29, 2018...

Your second link does not work.

[Thomas Deiler]

fixed the link.

[Milan Juríček]

ok, the problem was i forgot to define a request type. Therefore when I added organization to request, notification was not sent.