Configuring JIRA Service Desk notifications

Overview

Your customers, i.e. the reporters of issues, receive email notifications when the following events happen: when they raise a request through the Customer Portal,  when their request is resolved,  when another user comments on their request, and  when there is a change in the request's status, i.e. the 'status name'. In this case the issue reporter is also prevented from becoming an auto watcher on the issue to prevent duplicate notifications.

The project's JIRA notification scheme takes effect for all users on your service team.

Configuring notifications for a JIRA Service Desk project

Two settings impact how notifications work for a service desk project:

• The Notifications setting for JIRA Service Desk at the system level and it controls the JIRA Service Desk notifications for all service desks. This setting is enabled by default. 

  To disable JIRA Service Desk email notifications:

  Choose > Add-ons. Scroll down to the JIRA Service Desk section and choose Configuration.

   Keyboard shortcut: 'g' + 'g' + start typing 'service desk'

• The JIRA notification scheme that is associated with the project.
  • If the Notifications setting for JIRA Service Desk is enabled, the JIRA notification scheme takes effect for the other users. 
  • If the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined for all events and users. 

Notes on service desk notifications

Only changes between the customer-visible 'status names' will trigger email notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the same 'status name'). For more information about workflows, see Setting up request types.