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Auto assigning a request type when creating a ticket

When someone sends a ticket via email it gets assigned the request type and they receive notifications and responses. But when we create a ticket on a users behalf the request type is blank, so they receive no emails.

I've tried to automate this but i get the following error.

Sorry, but changing the Customer Request Type is currently not possible, since Jira Service Management does not provide an API for this.


Screenshot 2021-02-24 at 11.17.39.png

1 answer

1 vote
Jack Brickey Community Leader Feb 24, 2021

This is why Agents should use “Raise a request” rather than Create button. You need to train the agents to either use the first method or if they insist on the second they need to ensure they change the Reporter and set the Customer Request Type.

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