Clients not receiving ticket update emails

[John Allen]

When a ticket is created by a Service Desk user the progress notes shared with the customer are not sending emails.

Also if the reporter of a ticket is changed, the new client will still not receive emails.

The only time a reporter of a ticket receives emails is if they log it by sending in an email ticket to the mailbox Jira monitors.

How can this be resolved so if a Service Desk Technician who logs a ticket on behalf of a client is able to send the client progress notes by sharing them with the client?

[Angélica Luz]

Hi John,

Welcome to Atlassian Community!
You mentioned that in this case, the agent is creating a ticket on behalf of the customer, is that correct?
If so, when an agent creates a ticket using the + button, the request type won't be automatically filled, and on Service Desk the request type is what triggers the customer notification to be sent.

In this case, if the request type shows as "No match" the customer won't receive any notification, that's why if they send an email or create a ticket using the customer portal, the notification will work correctly because both methods fill automatically the request type.

If the agents want to continue creating tickets on behalf of the customer through the + button, you must create an automation, so once the ticket is created, the automation will fill the request type.
- Automatically set Customer Request Type When Issue is Created via JIRA
Note that, they won't receive the notification for "Issue created" because the automation will set the request type after the ticket is created.

Regards,
Angélica

[John Allen]

Could you set as part of the automation to send an email to the client as well as filling the request type or would that cause a conflict someone else, like doubling up on the notification sent to the client when they create a ticket via email or the web portal?

[Angélica Luz]

I was testing the automation and added the option to send an email to the customer, and somehow the Issue created notification was also sent. I believe that it's due to have few automation on my test project, so it ran fast and the customer notification for Issue created was sent. I tested more than once and it worked, so I apologize for the information I gave on my previous answer.

In my test case, it caused conflict because two notifications were sent. It would only happen for issues created by the agents because when the customer creates a ticket through the portal or email, the automation will fail on the condition "Request type is EMPTY" and that is only true when creating the ticket using the + button.

Would it be possible to test creating the automation and create a test ticket to see if the notification will be sent?
I'm asking because when we have a lot of automation, if a ticket is created, Jira will check all the automation to see if something matches in order to run, so if Jira takes too long until it runs the automation to set the request type, maybe the notification won't be sent and in this case we will have to add on the automation to send an email to the customer.

[John Allen]

Thanks this has helped a lot.