Jira Service Desk: Reporters and 'Requested Participants' are not getting emailed updates since new

[Michael Green]

Jira Service Desk: Reporters and 'Requested Participants' are not getting emailed updates since new the new issue view was put in place.

I created an issue for a customer then updated the reporter field to be them / their email address.

I also added them to the 'Requested Partipcants' fields as well just to test.

They are not getting ANY email updates when I add comments to the ticket:

https://solventgreen.atlassian.net/browse/BAS-911?oldIssueView=true

Has something changed with the new update ?  Is there is a portal user model or something I have missed /

[Liron]

Hi there, and thank you for raising this issue!

My name is Liron and I'm a product manager on the Jira Service Desk team.

We recently released the ability to raise a JSD request on behalf of customers via the (+) create button , which comes on top of being able to do so via the portal.

As mentioned above, you now have 2 ways of performing the same task, when you want to raise a JSD request on behalf of a customer, and for the customer to get the appropriate notifications:

1) Raising via the portal, in this scenario the request type is chosen in the portal form 

2) Raising via the (+) button within the agent view, in this case you need to select the request type in the drop down menu.

I will speak to the team now to see how we can improve this flow, because I understand and can see where you are coming from and how this may have been misunderstood. We will also add this important distinction to our documentation asap.

Thanks again for flagging this!

Liron

[Michael Green]

Thanks Liron - the flow on this definitely needs to be improved.

It needs to be made very clear - either you are creating a ticket for a customer or an internal one...…

and in EITHER case any reporters or participants you manually add should ALWAYS get email notifications as the intent is clear.

Otherwise this is a UI failure.

[Liron]

Thanks again Michael!

[Angélica Luz]

Hello Michael,

Thank you for reaching out to Atlassian Community!

On Jira Service Desk what triggers a notification for customers are the Request types, so it's important that this field gets filled when a ticket is created.

When a customer sends an email or creates a ticket using the customer portal, this field is automatically filled, but when an agent used the + button to create a ticket, this fields gets empty (No match) and any customer added to the ticket as reporter, participant or part of an organization, won't receive notification.

There are some ways to fix this:

1 - Create the ticket on behalf of the customer using the customer portal. Using this option the request type is automatically filled and customers will receive all notifications.

2 - When creating the ticket using the + button, select the request type instead of the issue type. This option also allows creating the ticket on behalf of the customer the same as the portal.

3 - Creating an automation that will fill the request type field based on the issue type. The steps to create the automation are on the documentation below:

• Customer Request Type displays No Match in Jira Core or Software

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Michael Green]

Angelica,

Are you referring to the 'Type' field at the type e.g. IT Help or the 'Request type' eg. 'Get ILT Help'

AND WHY ???

When an agent used the + button to create a ticket, this fields gets empty (No match) and any customer added to the ticket as reporter, participant or part of an organization, won't receive notification

WHY DOES THIS FIELD NOT DEFAULT AND WHY IS THERE NO OPTION TO SET IT WHEN YOU ARE CREATING A NEW TICKET ???

SURELY THAT'S A BUG !!!!! ???

[Michael Green]

[Michael Green]

So if I'm understanding you correctly NONE OF THE Reporter or Requested participant email addresses will receive email notifications if this 'Request Type' field is not set...…… and due to a BUG with Service Desk its NOT set automatically when a ticket is manually created by a user.

I'm sorry but THAT'S A BUG !

[Angélica Luz]

Michael, this is not a bug. The field “Request type” is only for service desk projects and it won’t show when creating a ticket using the + button.

On the documentation that I linked on my previous answer it shows the feature request suggesting to add this field while creating a ticket:

• Customer Request Type not visible on edit and create screen

On the latest update from November this year, they posted that this feature is already being rolled out. This is how agents will see this option when creating a ticket:

I understand that you believe that this is a bug, but it’s not, it’s expected because this field is specific for service desk and when an agent creates a ticket, they see the agent view that customers don't have access. The request type is automatically filled on the customer portal or when the customer sends an email to create a ticket.

Since the new feature is being implemented, agents must select the request type instead of the issue type while creating the ticket using the + button.

If you have any other questions regarding this matter, please let us know.

[Michael Green]

[Michael Green]

[Michael Green]

Angelica,

Let me walk through the create issue process for Service Desk so I'm clear andI understand where the problems are and can look at your responses.

First question - what is the issue with the 'Type' field where it defaults to 'Get IT Help' but that option is NOT in the drop down...….but it shows values for 'Request Types' and 'Issue types'.

Please explain / elaborate.

[Stephen Sifers]

Hello Michael,

Thank you for the follow-ups and the screenshots you included. To clarify this issue further, the problem happens when you’re manually creating an issue on behalf of the user within a Jira Service Desk product (JSD), outside of the customer portal, where the request type is left empty. The clarifier on this is that you’re manually creating the issue outside of the customer portal, in which the customer portal would automatically fill out the request type when the user is submitting the request.

As @Angélica Luz referenced, the solution to this is to be aware of this possible workflow misstep and use this method:

Problem

When an issue is created via JIRA Core Create Issue screen, the Customer Request Type will show "No Match". This is because this field is specifically for JIRA Service Desk and it's not possible to add it to Create/Edit Issue Screen.

Solution

1. Go to Project Settings > Automation
2. Choose Add rule button in the top-right corner
3. Select Custom Rule > Next
4. When this happens...
1. Add trigger: Issue created > Add
5. If these match...
   
   
1. Add condition: Issue matches
2. Switch to advanced mode
3. Example JQL for Service Desk Server 3.10 and earlier versions
   "Request Type" is EMPTY AND issuetype = "Help Desk"
   Example JQL for Service Desk Server 3.11 and higher
   "Customer Request Type" is EMPTY AND issuetype = "Help Desk"
• JIRA Service Desk Cloud could encounter any above, based on the time you install Jira.
6. Then do this...
1. Add action: Edit Request Type.
2. Choose the correct Request Type to be updated. Be sure the Request Type is the same as the issue type.
3. (Optional) Add action: Send email. This action is to avoid  JSDSERVER-4378 - JSD does not populate the requestURL variable on outgoing notifications when ticket lacks a request type 
4. Choose the Reporter or Customers involved (to include Request Participants) and customize the content.
   - This will be a request creation email sent to the Customers just like the one Customers receive for creating a request themselves via the Portal or email.
7. (Optional) You can have multiple *IF* and *WHEN* for different Issue Types by clicking on "Add branch".
8. Save

Source documentation: Customer Request Type displays No Match in Jira Core or Software

Please let us know if you run into any issues applying the above steps.

Regards,
Stephen Sifers | Senior Support Engineer, Community