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How to allow JIRA Service Desk to send mail to the recipient when the informer opens the incident?

Soporte Grupo CFI
Soporte Grupo CFI
June 24, 2019

Good community, I wanted to see if you could help me by solving the next problem.
When JIRA SERVICE DESK created ina incidencia, it does not send me the informative mail to the recipient, and I would need YES to send an informative mail.
Greetings and thanks in advance.

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Soporte Grupo CFI
Soporte Grupo CFI
June 26, 2019

The ticket is being created through the + button of JIRA.

To send me a notification via email I have created a personalized notification which says this:
and it does not work.

2019-06-26 18_48_06-CONSULTAS SOPORTE TECNICO - Automatización - Service Desk.png

I do not know if you could help me.

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Angélica Luz
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 28, 2019

When a ticket is created through the + button the request type is not set, it will show as "No match". What triggers the customer notification to be sent is the request type, that's why they are not receiving any notification.
To fix this you must create the automation from the documentation below:
- Automatically set Customer Request Type When Issue is Created via JIRA

Once the automation is active, all future tickets that will be created using the + button will have the request type and the notifications will work normally.

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

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Soporte Grupo CFI
Soporte Grupo CFI
July 3, 2019

It was perfect. Thank you so much!

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Angélica Luz
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 25, 2019

Hi Angel,

Just for us to better understand and help with this issue, I would like to know how the ticket is being created.
Is it through the customer portal, email or the agent is creating the ticket through the + button in Jira?
Can you please check if the request type is set or if it shows as "No match"?
Is it happening with all customers?

Regards,
Angélica

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Jira Service Management
Jira Service Management
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