JSM REST API customer notification not being sent

Question

Hi there,

On issues created by JIRA Service Management REST API, we cannot send email notifications to our customers (they don’t receive anything).

However, with an issues created by email requests, customers receive notifications.

I want my customers to receive an email notification when there is a new comment on the ticket they are the reporter of. Issues are created by API, and the reporter is the customer (with have the full name and the email address).

Why is this the case and how could we activate email notifications with issues created by JSM REST API?

Thanks

Fernando Eugênio da Silva · Answer

@Julien Borrelli

Great, thanks for your feedback!

- Please, add the Request Type field in your REST API call. Service desk projects and when we are interacting with customers accounts the Request Type is who offer the 'customer portal' for these users.

If is everything turned on in your customer notifications project. I would say that your customers needs to follow with a first sign-up/sign-in in your portal to be able to receive your notifications.

They probably received an invitation in their email. They just need to finish the login to the status change to active and after your notifications should be works well.

If you don't want to your customers make this signup you'll need to change the product Service Management configuration.

Julien Borrelli · Answer

Hello @Fernando Eugênio da Silva , thank you for your quick answer.

So indeed few interesting points:

- Issues created by API have no request type 👎

- Our customers creating issues by API are in the reporter field 👍

- Our customers creating issues by API are added to the customers list in the project settings, we also have their emails, however their status is always as “invited” 👎

Thank you for your help!

Fernando Eugênio da Silva · Answer

@Julien Borrelli

Quick Question: In your issues created by API the Request Type field is being filled? Also, to receive customer notifications your customers needs to be the 'reporter' or 'request participants' in your issues.

To be reporter they need to have an account created in your organization.

Could you confirm if these steps are already done?

Let us know in case you have doubts.