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No email to customer when created on behalf


When I create a Ticket in a Jira Service Management project using the option 'create on behalf' in simply by clicking Create (blue button) in Jira like mentioned in the documentation (-> Alternatively) there is no email sent to the customer.

When I do the same (Create on behalf) but over the portal, then the customer gets an email sent, as I would expect.


I found this question but I have the reporter in the customer notification as well as in the Notifications.

Why is the behavior different and do I miss some setting?


Edit: In the case that the customer doesn't get an email after creating the issue, the customer doesn't get any email at all. So he/she won't get updates on the problem but for the assignee of the issue it seems that the customer get's the information.

1 answer

1 accepted

1 vote
Answer accepted

Please be sure that the customer “Request type” field is set when you create using the “Create” button.

step #2 in those instructions is important. “Find the request type that fits your customer’s request.”

Thanks for the hint!

Indeed I directly selected the target issue type, not the request type. Therefore request type was not set.

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