Lack of email notification on issue changes if issue was created by "Create" button

[Deleted user]

I observ lack of email notifications for issues to reporter if issue was created by agent by means of "Create" button insted by means of customer portal.

What is the difference and how to turn on those notifications?

[Mark Segall · Accepted solution]

Hi @[deleted] - The Request Type field is what separates a JSM issue from a native Jira issue. When an issue is created using the Create function the Request Type is not set and Jira will execute notifications against whatever notification scheme is applied to that project.  Once the issue has a request type, the reporter becomes a Customer and they receive whatever customer notifications have been configured for the project.

I typically set up an automation rule that checks for newly created issues.  If the Request Type is empty then it will add a request type.  Though admittedly, this can get complicated if you're dealing with a project that has multiple request types.

[Deleted user]

Thank You for advice, I'll try that way.