request participants and new requester not receiving notifications

[daniel.coleman]

Hi Atlassian

We're trialling service desk and at the moment are adding the service tickets ourselves to begin with.

We want to be able to assign the reporter as a customer when we add the ticket and add other request recipients.  We want these customers to receive the notifications and public updates.

They are not getting any emails through.

Our notifications appear to be set up correctly

Could there be something else the issue?

Kind regards,

Dan

[Deleted user]

Hey Daniel.

Did you create the ticket(s) through the customer portal or via the normal Jira UI?

In case you used Jira UI to create an issue to your Service Desk project, the issue doesn't get Customer Request Type field value because that is defined with the customer portal Request type configuration.

What you could do here is to create an automation rule to your Service Desk project, which checks if the Customer Request Type -field is empty during issue creation and if it is, it should add a value to Customer Request Type in the THEN section, so in a nutshell:

WHEN: Issue Created
IF: User is not a customer and issue matches "Customer Request Type" is EMPTY
THEN: Edit issue and set "Customer Request Type" = "your request type here"

So create a new request type and set it hidden (By removing the request type from any request type groups)
Once you have it created and you have a name for it, create the above automation and in the future, if you create an issue as a Service Desk agent through the Jira UI for a customer, the Reuqest Type -field gets a value and it also enables the customer facing notifications.

If Customer Request Type field is empty, then the issue is treated as a normal Jira issue and it will not trigger any of the Customer Notifications -section notifications.

I hope I answered your question!