Customer notifications not sending when creating issue within Jira Servicedesk

[Chris Baker]

Hi, any help is appreciated as I'm fairly new Jira.

I've enabled the customer notification functionality in my Jira cloud instance.

Project settings>Customer Notifications, and these work when a user creates a request via the customer portal. 

However, when an agent logs into the Jira service desk project and creates a new issue, no communication is received. 

Replication steps are:

Clicking create on the ribbon, selecting the same reporter that created an issue via the customer portal  and they don't receive any of the customer notifications?

[Jack Brickey · Accepted solution]

Hi @Chris Baker , welcome to the community!

If the agent is using the create button or plus button within the application there are two things he or she needs to do to ensure communications continue: set the requester to the customer that you are opening the ticket for and also set the customer request type. Both of these are required to ensure that the customer can receive the necessary updates and also view the issue within the portal.

[Chris Baker]

HI @Jack

Thanks.  The customer is set as the requester, however, the request type isn't on the screen when they click the "create" button.   I've tried adding request types to the screen but can't seem to locate the correct screen, what is the best way to work out what screen they are using when they select the "create" button.

[Jack Brickey]

What you should have your agents doing is using the raise a request link in the sidebar. Note I believe if the project is ITSM template you do not have this option. The reason for using this option is it forces the agent to open it in a potal-like manner forcing them to complete the fields just as if the customer did. If you use the create button then they will need to set the request type after creating the issue. Then if you want to immediately notify the customer add a comment.

[Jack Brickey]

p.s. After posting the above answer I recalled an earlier post that I found useful. I went out and search for it and indeed found it - Creating-issue-with-Organization-and-Request-Type . In that post Atlassian team member presents two issues in JAC one of which is now closed/Fixed. Additionally he offers the solution of using automation to automatically set the customer request type and issue an email to the customer. The Automation route is actually a better solution than having the agent manually do that.

[Chris Baker]

Thanks again @Jack Brickey 

I've automated assigning the request type each time an agent logs a request on behalf of a customer. We do use Service Management so no option is on the side bar, I also don't want agents using the customer portal to log requests as I only want the customer to see very few fields on the customer portal when logging requests, whereas the agents need more fields and this seemed the simplest work around.  I've tested it and it assigns the request type and sends the email.  Thanks for your help.