How to get automatic notifications for issues created on behalf of an email address?

[Tech Support]

-----
Question: How to create an issue on behalf of an email address, and involve that email address in the automatic communication flow when the issue is updated
-----

Hello,

When a customer sends an email to our Support email account, a now issue is automatically created in our JIRA. Then, each time we update the ticket or write a comment, the customer automatically receives an email to the email account he used to contact our Support. This is a critical feature for us.

However, on many occasions, we are the ones that create the issues because we know about the problem by different sources or because we take the initiative in advance. Then the problem is that we do not find the proper place to put the email of the customer that we want the automatic communications will be sent to. And that is because, as replied in Question https://community.atlassian.com/t5/Jira-questions/Tickets-opened-from-JIRA-quot-on-behalf-quot-of-the-customer-do/qaq-p/932316 it is by design that the "reporter" does not get automatic notifications.

To work-around that, we have to manually paste to the tickets all emails we send them as a reply and the ones they also reply to us, etc (so we have to keep a manual sync between what is inside the ticket and the communications done). That is very unproductive and doesn't allow us to get the full benefits of this ticketing system indeed.

Could you please advise if there exists a way in JIRA to do what here was explained?

Many thanks. Kind regards,
Gabriel

[Henrique Bittencourt · Accepted solution]

Hi Tech!

First, we need to cover some points here:

First of all, are you using a Service Desk project?

1. When you open an issue using the Jira Service Desk screens (not through the Customer Portal) you need to change and/or add a valid "Request Type" to the issue, cause without a valid one the notifications won't trigger. So please check the "Request type" field after the issue creation and see if there is a matching type or if there is a "No Match" value written in red color.
2. The best way to create issues on behalf of the customer is to use the "Raise a Request" option, located on the left side menu at the main screen of the Jira Service Desk project.
   
   1. Using this option, you can select an existing user, by typing its e-mail, or if you type an e-mail address that doesn't match with any existing JSD Customer, the Jira Service Desk will create a new one.

I just take a look at your screenshot from the previous question and seems like the "reporter@company.com" address isn't associated with an existing Customer account (because there isn't an icon on the left of the mail address) and you're creating the issue using the "Create" button located on the top menu bar.

I did try to reproduce this behavior, but with no avail, because if I type the mail address (a non-existing one) and hit the "Create" button at the bottom of the screen, the application warns me: "The reporter specified is not a user."

I suggest you proceed with one of those options:

1. Create the issue on behalf of the customer using the "Raise Request" option.
2. Add a valid "Request Type" after the ticket creation.

Hope this helps!

Best Regards.

[Tech Support]

Hi Henrique,

Many thanks for your detailed answer. I do confirm that it worked fine and SOLVED "the problem".

The key thing was "or if you type an e-mail address that doesn't match with any existing JSD Customer, the Jira Service Desk will create a new one", and so that it is possible to write in there an email that was not in the dropdown list. I assumed that was not possible.

Kind regards,

Gabriel