Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

No email to customer when created on behalf

Edited

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.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

801 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you