Approvers not getting email notification if issue is created by Create button

[Luis Cabezas]

Hello all,

I am running into an issue. When someone creates a ticket through the Create button on the top bar and picks the correct workflow (Service Request with Approvals), for some reason, this will not send the notification email to the approver so that the workflow can continue by Approving or Declining the ticket.

It works however if the ticket is created by the "Raise a request" button and someone picks one of the Request Types.

We have tested this multiple times and "Raise a request" does send the email notification to the approvers, but not using the Create button.

How came this happens and how can I fix it so that both ways send the notification?

Thank you.

[Brant Schroeder]

When you use the raise a request feature in the service desk the request type is being set.  If you use the create button the request type is not being set.  If the request type is not set on Jira Service Desk then emails will not be sent to customers or approvers.

[Tracy Kaonje]

After setting up the Request Types under the project, the approval Notifications are being sent out. Thanks Brant

[Nathan Parmeter]

Do you have a notification scheme set up for the project?

Service Desk and the Jira project has separate set ups for notifications.

Jira: https://BASEURLHERE/plugins/servlet/project-config/PROJECTKEYHERE/notifications

Service Desk https://BASEURLHERE/servicedesk/admin/PROJECTKEYHERE/customer-notifications

[Luis Cabezas]

I have set up the notification scheme on our project, but not sure how to do it for the "Jira project". That link requires the PROJECTKEYHERE but I don't know the exact "key" unlike the project I am working on. I am an admin on Jira, is there a way to get to the "Jira project" customer notification another way?

I understand why it doesn't send the notification though, so thank you for your help. I do notice now when the ticket is created through the CREATE button the Channel that the ticket was created from is called Jira. If I do it through the Raise a request it says Channel: Portal.

[Nathan Parmeter]

Your project key is what appear before your ticket number.  Ie JIRA-324 or PS-12