Ticket created by Automation - Responces don't go out

Christian Hockenberger March 4, 2024

Hello,

We created an automation that creates tickets for us. They take most information, including reporter and participants, from existing tickets.

This works all very well. The Problem is now, when I write a public reply in the ticket, neither the reporter nor the participant will get informed.

I am thankful for any help.

2 answers

1 vote
Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 4, 2024

Hi @Christian Hockenberger,

Have you filled out the Request Type on the automatically created ticket? If that field isn't filled out, the ticket won't be accessible for portal customers.

Hope this helps! 

Christian Hockenberger March 4, 2024

Hi @Walter Buggenhout 

Thank you so much, that was the missing part :)

Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 5, 2024

As to your comment:

Sorry to come back to this.
I have added manually to some tickets now the Request Type and added myself as a Request Participant. Afterward, I am able to view the Ticket in the Portal, but still, when I send out a public comment, neither the client nor I get an email.

A couple of things you should check:

  • notifications to your customer are triggered by the customer notifications in project settings. There is a list of events there that may be enabled or disabled and specify who is receiving messages at what point in time. In the configuration details, it also specifies who is receiving these notifications. Review if this is correct.
  • You may be in a double role in your project. Since you are probably also an agent, you are an internal user of your service desk project. Instead of receiving customer notifications, you are informed by the notifications configured in your projects notification scheme. If you are testing notifications, it is best to use an account that is really a customer and not a scenario where you fill both roles simultaneously, as that may indeed be confusing.

Finally, a customer not receiving a notification email unfortunately not always means it is not being sent from Jira. If your configuration seems correct, it may also happen the email gets blocked on the customer end by e.g. a spam filter. 

Christian Hockenberger March 5, 2024

Hi @Walter Buggenhout 

Thank you for your continuous help.

Notifications seem to be set correctly, and the customers generally get them.
If a Ticket is created manually by us or comes in via mail all the comments go out to the client, that all works.


Only with the Automation we have created it does not.
We took over the Jira Admin Roles for Support only a year ago and most things have been configured and working for years already, we just added this Automation.

I also checked the Jira Notification emails and I have not received anything.
Additionally, I also talked to a client yesterday who checked their Spam Folder, there was nothing, and again the clients receive the notifications via all the "normal" created tickets.

Christian Hockenberger March 6, 2024

@Walter Buggenhout 
Additionally, we did now a test with one of our private mail addresses.
As soon as the ticket was closed, we received the mail, and also when it was reopened, which makes this more mysterious for me.

 

0 votes
Christian Hockenberger March 5, 2024

Hi @Walter Buggenhout 

Sorry to come back to this.
I have added manually to some tickets now the Request Type and added myself as a Request Participant. Afterward, I am able to view the Ticket in the Portal, but still, when I send out a public comment, neither the client nor I get an email.

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