CSV Import - Request Type

[Stephanie Donnelly]

We are looking to use Jira Service Management to create tickets on behalf of our customers and notify them of the ticket details, but I have hit a few snags:-

• I am importing a csv with a list of records that we would like to create tickets for, I'm able to import the file successfully, even in to the custom fields we have created, but the issues I've found are:- 
  • the customers aren't able to see the tickets in the Customer Portal after we have imported them
  • they don't receive any notifications advising them the ticket has been raised

I know that the issue with them not being able to see the ticket is the Request Type being populated empty when the ticket is raised.  Is there a way I can amend this, as I've tried importing the request_type I'd like to use and I've also tried using the ID from the request type configuration page and it still doesn't work or it could be that I'm not quite setting it up right. 

I also tried setting a notification up albeit a custom one to make them aware of the ticket but it doesn't allow them to reply, which isn't ideal when they can't get in to view the ticket we've created.

I know we are kind of going against how the Service Management Portal is supposed to be used and if it can't be done I appreciate it can't be, but I thought I'd ask the question first.