Summary

When creating Issues through Issue Collectors in a Service Management (Service Desk) Project, the "Request created" e-mail notification will not be sent. The new Issue will also not be available on the Customer Portal and other customer-facing notifications may not work.

Environment

All versions of Jira Core 8 and Service Management 4.

Diagnosis

The Issue Collector's configured to try to match the reporter's e-mail and the Issue's created as expected:

Jira "internal notifications" may work as configured in the Notification Scheme, but the "Request created" and other JSM customer-related notifications don't work.

The request's also missing on the "Requests Created by me" through the Customer Portal:

Cause

Jira Service Management relies heavily on the Customer Request Type. If this field isn't filled correctly, several JSM features won't work as expected — customer notifications' one of them.

The Issue created through the Issue Collector (or through any other means that not the Customer Portal) doesn't have the Customer Request Type set:

Solution

For JSM notifications to work, we need to have the Request Type set from the very start.

One possible way to achieve this is through an Automation Rule triggered at Issue Creation with the "execute rule immediately" check:

This will make sure the Request Type is present when the "Request created" notification's triggered.

You may add complexity to this Rule to set different Request Types based on Conditions, but keep in mind the Issue Collector is a Jira "Core / Work Management" native feature that predates Jira Service Management. Configurations made on the Request Type on the Customer Portal won't reflect on the Issue Collector or elsewhere.

We have the Feature Request below to allow embedding the Customer Portal on other pages:

JSDSERVER-202 - Getting issue details... STATUS