No email to customer when created on behalf

Arno Fuchsberger

When I create a Ticket in a Jira Service Management project using the option 'create on behalf' in simply by clicking Create (blue button) in Jira like mentioned in the documentation (-> Alternatively) there is no email sent to the customer.

When I do the same (Create on behalf) but over the portal, then the customer gets an email sent, as I would expect.

 

I found this question but I have the reporter in the customer notification as well as in the Notifications.

Why is the behavior different and do I miss some setting?

 

Edit: In the case that the customer doesn't get an email after creating the issue, the customer doesn't get any email at all. So he/she won't get updates on the problem but for the assignee of the issue it seems that the customer get's the information.

Jack Brickey

Please be sure that the customer “Request type” field is set when you create using the “Create” button.

step #2 in those instructions is important. “Find the request type that fits your customer’s request.”