Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Tickets created by the agent do not trigger customer notification.

When I create a ticket as an admin/agent, the customer does not receive a mail about the process, even when I address the comment in the ticket to the customer. I checked the settings several times but found nothing. When the customer opens the ticket everything works as it should. Of course I create the ticket on behalf of the customer, so he is shown as the author.

Can anyone help me with this?

1 answer

1 accepted

0 votes
Answer accepted
Ismael Jimoh Community Leader Jan 24, 2021

Hi @Tim Rutschi 

How are your agents creating  tickets? Direct JIRA UIs create button or from the portal and creating on behalf of?

If the later , then please check and ensure that your customer request type field is populated with the correct request type. If this field is empty, no notification is sent to the customer.

You can automate this using the automation addon in Jira

  • When issue created
  • IF: Customer Request Type is empty
  • Then: Set a specific customer request type matching the issue type.

Check this and let us know please. Especially how they create issues and if the mentioned field is empty.

All right, thanks. As an agent, I used the "Create" button on the web UI. Found it out now. It was a authorization problem. I used as issue type the "Incident" on which the user has no permission (In hindsight quite logical :-D ).

Now I created another ticket with "support request". It worked!

Thanks anyway for your time :-)

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

148 views 0 4
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