Helpdesk not sending notification to customer from api

[Monzer Hijazi]

We have an integration from our public website which creates a ticket successfully by adding the customer into the JIRA if they don't exist then creating a request via the API. However, when our helpdesk staff reply from JIRA the requestors don't get any email notifications.

This is only happening for requestors added via the API.

The endpoints we are calling are:

Search for customer by email:

/rest/servicedeskapi/servicedesk/{0}/customer?query={email}

Create customer (if nothing comes back)

POST to /rest/servicedeskapi/customer

{

"displayName": "", 

"email": ""

}

Create Issue

POST to /rest/api/3/issue

"reporter": {
"id": "{accountId}"
}

The customer is getting created and appears in the issue that's created, but email notifications don't work.

Anything I'm missing?

[Andy Heinzer]

Hi @Monzer Hijazi 

When you use the Jira Core/Jira Software REST API endpoint of POST /rest/api3/issue to create new issues, these are not setting the request type field within the request.  Using the other endpoint will do that automatically.  That field is required to be set for a Service Management request in order to use the Service Management features such as being able to send customers email notifications. 

Instead JSM customers can only create new requests by email, customer portal, or using the REST API endpoint of POST /rest/servicedeskapi/request  As customers are considered unlicensed Jira users, the are not expected to be able to create requests using the endpoint of POST /rest/api/3/issue

If that is insufficient to resolve this, then one way users have worked around this in the past was to use a legacy automation rule as explained in Automatically set Customer Request Type When Issue is Created via JIRA.  This work-around would automatically set that field for any issue created in the project.  Granted the exact steps that are currently in that KB won't really be useful in Jira Cloud today, as that old automation has been deprecated in favor of the newer Automation for Jira.  But the idea behind it can still be applied using the modern automation found in all Jira Cloud sites.