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New issue emails not sending for JIRA Channel

When a user emails an issue in via the email channel they get an initial email, but when an agent creates an issue on behalf of a user, and sets the 'reporter' to the users email address (after creating a user for that email address), the new issue email doesn't seem to send.

I noticed it didn't seem to be sending emails for comments either until a Request Type had been set, so I added a trigger to auto-fill the request type based on the issue type.  I wasn't sure if the order of these things was causing an issue (or if I can just add the Request Type as a required field instead of issue type somehow).

Ultimately I'm just trying to have a flow where someone emails a user directly instead of the support email, and they're able to put that email into the system, and get the customer on track by having an 'Issue Created' email sent from the system, and away from directly emailing the agents.

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Andy Heinzer Atlassian Team Feb 12, 2019

That's a very common problem with Service Desk.   In order for customers in JSD to get notifications, those issues have to have a request type set.  As such when a customer creates an issue they either have to do it via an email, or via the customer portal.  Both of those methods set that request type field.

However Agents have access to the main Jira webpage.  As such if they use that "Create" button from a JSD project, they actually don't have a way to set the request type when creating issues in that project.   If the Agent were to first visit the customer portal they would still have the ability to create the issue on the customer's behalf and preserve this functionality too.

In addition to this, since this problem was so common, Atlassian support created a KB to help out here. Please see Automatically set Customer Request Type When Issue is Created via JIRA.  it explains a failsafe you could configuring using Service Desk's automation to automatically set any issues without a request type with a default one.  This is one way to help prevent JSD issues without a request type.

Before posting I followed the linked KB article, so my issues do get a Request Type attached to them on create, but the initial create email was still not firing to the customer.  I thought maybe the automation for sending an email required a request type, and the type wasn't getting set (automatically) until after that trigger failed, and was wondering if there was a work around.

Are you saying, there is no work around to fire an 'Issue Created' email to a customer when created via the 'JIRA' channel, since the auto-set of the Request Type in this case doesn't solve that specific issue, and we should raise issues on behalf of customers through the portal?

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Andy Heinzer Atlassian Team Feb 14, 2019

That is correct.  Since the issue was created without a request type, that create issue event has already fired.  There really isn't way within Jira to refire that same event after the fact. 

Since the issue did not have request type set when created, Service Desk can't use it's customer notification system to send out such notifications (which is needed for the unlicensed users that service desk customers are).

Yes, I would agree with your last question.   Agents that need to create issues on behalf of a users in a Service Desk project should do so from the customer portal itself.   This way request type is set before the issue is created and the customer will get that initial notification.

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