Send customer mail when I create Tickets for them

[Guido Kollande]

Hey Community,

I want to create Tickets for my customers in Jira Service Desk and Jira should send them a Mail like "Ticket has been created for you". I configured Jira to send Mail to Author of any ticket but when I create a Ticket and set the Author to "Customer Account" no Mail is sent. The notification helper tells me a mail should be sent but it doesn't happen. Test mails and ticket changes mails are being sent.

[JP _AC Bielefeld Leader_]

Hi,

Jira Service Desk (JSD) uses a separate mail handler when sending mails to customers. The notification helper is of no use here.

I would start playing around with the automation rules: You should be able to setup a rule being triggered on issue creation by an agent, which sends a mail to the reporter (the customer you created the ticket for).

Best

JP

[Guido Kollande]

I created a automation rule which should send a mail to the author of the ticket. But when I create a ticket from the backend there is no mail being sent. Are author and reporter two different things?

Kind regards

[Guido Kollande]

A little update on this:

I can see that Jira tries to send a mail in the queue but I dont know where it sends it, it never appears in the account's inbox nor does it give me an error. I am also unable to find the atlassian-jira-outgoing-mail.log even though I activated logging. I am a little confused now....

[JP _AC Bielefeld Leader_]

Hi,

there is a difference between a creator and a reporter of a ticket:

https://community.atlassian.com/t5/Jira-questions/creator-vs-reporter/qaq-p/1028179

So when you create a ticket for someone else, you are the creator and the reporter is set to the person you create the ticket for.

Considering the outgoing mail, you might want to check:

https://community.atlassian.com/t5/Jira-questions/Logs-for-outgoing-e-mail-activity-with-Service-Desk/qaq-p/1014912

and

https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html

Best

JP