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Create a ticket with script doesn't send notification

I'm using a groovy script to create a new ticket. The ticket appears correctly in the queue but the "creation" notification is not sent while the notifications work correctly for the creation of a manual ticket. What must be done for the creation email to be sent?
thank you in advance

 

1 answer

0 votes
Andy Heinzer Atlassian Team Jan 02, 2020

Hi Nathalie,

I understand that you're using Scriptrunner in order to create issues in a Jira Service Desk (JSD) project, but that these issues are not sending out notifications as expected.

JSD works a bit differently when it comes to notifications.  Requests created in JSD will utilize different code in order to send out notifications to customers.  Since these users are unlimited and unlicensed, different code is needed to send out these notifications when compared to other Jira projects where all users are expected to have a license.

I suspect that your script is creating the issues, but it could very well be neglecting the field called 'request-type'.  This is a JSD specific field, when this field is left empty most other JSD specific functions will not work on those issues, including SLAs, and customer notifications.  If that is the case here, then it might help to review the article Automatically set Customer Request Type When Issue is Created via JIRA.  It covers a related scenario where licensed Jira users can create issues in a JSD project without filling in the request type field and having the same kind of problem.  While it suggest using automation in Jira to counter this problem, you might not need to resort to that solution.  Perhaps there is a way within Scriptrunner to set some value for that request type when the issues is created to prevent this problem.

Sorry I'm not sure the exact steps to do this in Scriptrunner, but I suspect that is what would be needed to fix this issue.  If that is not the case here, please let me know more about this problem so we can investigate further.

Cheers,

Andy

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