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No email notifications to customers if ticket created by admin

We have been having a few issues with users not recieving email notifications but after creating a new scheme, all seems to be well again when the customers create a ticket from the portal.

Or so I thought...

All is good if the customer uses the portal. They can create a ticket, update and get notifications via email.

However, if an admin created the ticket, te customer doesnt get ant email notifications and, the admin created tickets dont show in the customer's profile.

How can this be? Everything shows in a single project as you'd expect???

2 answers

1 accepted

0 votes
Answer accepted
Guilhem Dupuy Community Leader Nov 25, 2020

Hello Dave,

By admin created ticket, do you mean tickets created from the Agent view (using the blue "Create" button) ?

If yes, your problem might be that you correctly configured you Customer Notifications (availble from your Project settings > Customer notifications) but not the Jira Permission Schemes (available from you Project settings > Notification scheme).


Let me know if it helped,


0 votes
Jack Community Leader Nov 25, 2020

be sure the admin or agent uses the "Raise a request" link in the sidebar and when they do they need to change the "on behalf of" to reflect the desired Customer. If they are set on using Create be sure they:

  1. choose the correct issuetype
  2. change the reporter
  3. select the appropriate Customer request type

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