Change author of issue doesn't work

[Tim Schulz]

Due to an issue in the issue collector (that's another topic), the created issues are always assigned to the default author.

I tried to change the author to the correct one, which seemed to work, but in fact it doesn't.

The default customer is called dummy. As you can see, the author is (seemingly) set to "test".

But in fact the user doesn't get any updates. I tried to add a comment - the user doesn't receive an email.

Then I checked the helpdesk for the user. When the user is the author, he should see his issue, shouldn't he?

In fact there is only an issue, which I created using that interface. But number 10 is not visible.

Any idea, what's wrong here? How can I change the author, so that the customer gets the updates and can participate (by addings comments)?

Jira Core is version 8.21.1

Jira Service Management is version 4.21.1

[Brant Schroeder · Accepted solution]

@Tim Schulz When an issue is created through an issue collector it will not have a request type assigned to it  You will need to first add a request type to the issue.  Once it has a request type emails will go out.  If it does not have a request type then no emails will be sent.  It is most likely not showing up in your filter because it is missing a request type.  You should be able to select the author if the user exists in your service desk as customer.

[Tim Schulz]

Thank you!

For everyone reading this:

I set up an automation rule which reads the label of a newly created issue and sets the correct issue type.

Since the issue collector adds an unique label, it's processable.