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  1. Jira Service Management Cloud
  2. JSDCLOUD-16111

Not all Customers Receive Notifications when JSM Request is created without Request Type using Automation

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      Problem Description

      Some customers within an Organization do not receive customer notification for Organization added change, when the JSM Request does not have Request Type set. A race condition occurs and only some customers end up receiving customer notifications when the Request Type is set after the Organization has been added.

      Scenario

      Adding an Organization to the JSM Request fires an event to send notifications to all its customers. Therefore, our system has to loop over each user of that organization one by one to determine if a notification has to be sent..

      While looping the list of users, if the request type is set, a race condition occurs. i.e. when we check the first user in the org, it's very likely there isn't going to be a request type yet, but maybe when we get to the third or fourth user, we will have the request type set, so these users from the 4th position and after will get the notifications but the first ones will not get the notification

      Suggested Resolution

      All the customers should get the notification or not. Notifications should not be sent to only a subset of customers within an Organization

      Why this is important?

      The behavior is erratic as customer notifications sometimes arrives or not with Project admin having no control over it. The customer experience is impacted.

      Workaround

      Use the Automation Rule action Create issue with a request type to create JSM Requests with Request Type.

      Alternatively, set the Organization after the Request Type is set.

            [JSDCLOUD-16111] Not all Customers Receive Notifications when JSM Request is created without Request Type using Automation

            Brad Day added a comment -

            Hello Atlassian Support,

            We are experiencing an issue in Jira Service Management where not all request types appear in the dropdown (since around 19th Feb) when attempting to assign or change the request type for an issue. This is causing several problems:

            1. Request Type Disables Automatically – When the request type is missing or not assigned correctly, it turns off customer notifications.
            2. Customer Emails Not Being Sent – Since Jira notifications rely on the request type, affected issues do not trigger customer email updates.
            3. Workaround Required – We have been manually tagging users (@mentioning them in comments) as a temporary workaround, but this is not ideal.

            We have already checked:
            ✅ Request Type Mapping in Project Settings > Request Types
            ✅ Issue Type Scheme Configuration
            ✅ Field Context and Visibility
            ✅ Workflow and Automation Rules

            Despite these checks, some request types still do not appear in the dropdown. Can you assist in diagnosing the issue and provide a solution?

            Thank you. 

            Brad Day added a comment - Hello Atlassian Support, We are experiencing an issue in Jira Service Management where not all request types appear in the dropdown (since around 19th Feb) when attempting to assign or change the request type for an issue. This is causing several problems: Request Type Disables Automatically – When the request type is missing or not assigned correctly, it turns off customer notifications. Customer Emails Not Being Sent – Since Jira notifications rely on the request type, affected issues do not trigger customer email updates. Workaround Required – We have been manually tagging users (@mentioning them in comments) as a temporary workaround, but this is not ideal. We have already checked: ✅ Request Type Mapping in Project Settings > Request Types ✅ Issue Type Scheme Configuration ✅ Field Context and Visibility ✅ Workflow and Automation Rules Despite these checks, some request types still do not appear in the dropdown. Can you assist in diagnosing the issue and provide a solution? Thank you. 

              Unassigned Unassigned
              c93dc34a6037 Gautham
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                Created:
                Updated: