Automation "Add Service Desk Customer" doesn't notify user by email

Sobloo Helpdesk Admin

Hello,

On issue creation, we add a user to Customers list of the project.

This action is made thanks to the automation "Add Service Desk Customer" but this action doesn't notify user by email with invitation link.

Notes :

1/ When we do the "Add customers" action manually from the customer list view, the user receives correctly the email with email template that we created (that contains the invitation link).

2/ We also tried to send email by adding an other automation but the "smart value" doesn't allow to insert invitation link.

Do you have a solution for this problem ?

Thank you for the support.

Petter Gonçalves

Hello @Sobloo Helpdesk Admin

Thank you for reaching out.

Per your description, I understand you are using the new Jira automation (Not legacy) to properly add a customer to your project when creating a new issue, however, the customer created is not receiving any notifications about its invitation to the portal. Is that correct?

In order to better troubleshoot the issue, please provide us with the information below:

1. Why are you using the automation rule exactly? Are you trying to only add a specific customer when the issue is created or are you looking for a different goal? Can you give us a full explanation of what you are trying to achieve?
2. How is the issue being created? Is this being created by Agents or customers from the customer portal or Internal UI?
3. Can you please provide us with a screenshot of your automation rule?
4. Can you please provide us with the detailed step-by-step you follow from the issue creation to the automation trigger?

With the information provided until now, I would say you might be facing the bug reported below:

Actions performed by user “Automation for Jira” won’t trigger Customer Notifications

In that case, I suggest navigating to your Automation rule and change the actor "Automation for Jira" to any other user and check if it works for you.

We will be waiting for the information requested to better understand the issue and further troubleshoot. Let us know if you have any other questions.