Automation Rule Notification Action Not Sending

Jon Chau

In JSD, the out of the box Customer notification rule for "Request created" will only send an email to the customer if the Issue is created from the email channel or the customer portal.  It does not trigger when the request-channel-type = jira.  The request-channel-type = jira means that the issue is being created from within the JIRA Create screen.

As a call center, some of the agents will be manually creating issues when they receive phone calls.  We want to notify these customers, so I created an automation rule for the following conditions:

1. WHEN:  Issue created
2. IF:  Issue matches request-channel-type = jira
3. THEN:  Send email:
   1. To:  Customers involved
   2. Exclude person who caused the action is NOT checked
   3. I also used the "Send me a test email" which works

I then go ahead and manually create an issue from the create screen, and set the Reporter/customer.  The user does not receive the notification I set up.  I checked the automation logs and it says everything executed (green checks next to IF and THEN actions).

What am I missing here??

 

Andy Heinzer

You can't send notifications to users in the customer role unless the issue has a Service Desk request type filled in.  This is because Jira Service Desk notifications to customers work differently than notifications to other Jira Core/Software/JSD Agent users.   The same is true if you were to try to send a notification to a JSD customer from an issue that was not in a JSD project.  It simply is not possible for Jira to send notifications to users that only exist in that customer role without using the special JSD notification system.

Instead of the steps you are trying, I would instead recommend this KB: Automatically set Customer Request Type When Issue is Created via JIRA.

By following these steps, you can then at least make sure that all issues created in that project via the Jira Create button (instead of via the customer portal) can still be treated as true JSD issues.  In order for things like notifications, SLAs, etc to work in a Service Desk project the issues have to be using the appropriate request types.