No e-mail when selecting issue type

[Bianca de Weerd]

When I select an issue type (incident, service request). No e-mail is sent to the customer.

When I select a request type an e-mail is sent to the customer. I don't know where this is going wrong.

Please advise

[Dirk Ronsmans · Accepted solution]

Exactly as Nic says,

Every issue has an issue type (Incident/Service Request/..) but not all issues have a (Customer) Request type. The Customer Request Types are what you define your Customer can choose from on the Portal. (You could somewhat see it as your Service Catalog)

It basically is that when you interact with the Customer you have a Request Type. Also only items with a Request Type linked to them will show up in the Portal for that Customer.

Once an issue/issue type (Incident/Service Request) has a Request type linked to it (default from the portal/email) the system will start triggering the "customer notifications" towards the customer.

The distinction here is:

- Notifications: for internal users (agents normally)

- Customer Notifications: for your customers when they have a Customer Request Type linked to the issue.

[Bianca de Weerd]

Thanks for your feedback. Is there a way that I can hide the issue types from the create issue view and only show the request types?

[Dirk Ronsmans]

Hiding the issue types is not an option. For the Agent/core system of JIRA the issue types are the basic building block so they will be visible.

[Nic Brough -Adaptavist- · Accepted solution]

Issues are not something the customer sees.  Requests are for customer interactions (and have an issue behind them for the Agent to work with)

[Bianca de Weerd]

Another question. I want to use the issue type incident for internal issues. Where can I modify the notifications and e-mails for the internal communication to reporter and updates etc.?

[Dirk Ronsmans]

Internal communication can be set on the "Notification scheme" on your project.

A project is linked to a notification scheme so there you can set on which "event" which notification to who is sent out.

[Fahad Siddiqui]

@Bianca de Weerd the best way to find out the exact problem is you need to go in notification schemes then select the notification helper from there you can find out the exact problem why the email notifications are not been triggered to user.