Is is possible to create outbound Email Issue

[Rick Fakkeldij]

I want to create an issue, that is beeing emailed to my customers but I dont have the option to initiate the issue and send the customer an email with the issue details. He can send me an email and then an issue will be opened in my Jira Service Management.

[Jack · Accepted solution]

If you use “raise a request” and set the customer as the reporter (on behalf of) and you have Customer notifications for Creat enabled they should see a notification. Am I missing your goal here?

[Rick Fakkeldij]

I tried, but I dont get an email. If I open request as customer in the service panel everything works fine.

I will check notification settings.

[Jack]

How are you creating the issue? If you use the Create you must also set the Customer Request Type. If you use Raise a request link then you are forced to select the CRT.

[Rick Fakkeldij]

Works. You first have to add the customer in the customer tab. If you enter the email directly into "reporter" no email will be send and the issue doesn't show up in the customer service panel.