Customer Notifications not triggering: Reasons and How to resolve


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

What are Customer Notifications?

In Jira Service Management, customer notifications are automated messages sent to customers to keep them informed about the status of their service requests. These notifications can include updates like ticket creation acknowledgment, status changes, comments added to the ticket, and ticket resolution.

The key types of customer notifications include:

  • Customer invited: When a customer is invited to your service project portal, they are sent an email.

  • Request created: When customers create requests in the portal or send an email to your email channel, your service project sends a confirmation that their request was received.
  • Public comment added: When a comment that is visible to your customers is added to the request/issue, your service project sends all the customers involved in the request a notification.
  • Public comment edited: When a comment that is visible to your customers is edited, your service project sends all the people involved in the request a notification.
  • Request resolved: Whe a request resolution field is set, your service project notifies the reporter and all customers involved. This notification is sent to the reporter even if they have turned off notifications for a request.
  • Request reopened: When a request's resolution field is cleared, your service project notifies everyone involved.
  • Participant added: When participants are added to a request, your service project notifies the new participants.
  • Organization added: When a request is shared with a customer organization, your service project notifies the organization's members so they can opt-in to further updates.
  • Approval required: When a request transitions to an approval stage of its workflow, your service project notifies approvers that they must act on the request.
  • Customer-visible status changed: When a request transitions to a status that is visible to the customer, your service project notifies the customers involved.

These notifications help keep customers informed and engaged throughout the support process, ensuring transparency and timely communication. In case you are interested in using this feature here is our documentation on how to Set up notifications for your customers and team.

Have the Customer Notification turned on and still not being triggered? Here are some possible root causes:

  • The "Autowatch own issues" feature is turned on.
  • The customer has turned on the "Watch your issues" feature.
  • The customer is an internal user (Assignee).

Solution:

Case 01: The "Autowatch own issues" feature is turned on.

This setting is only applicable for use cases where the customer is an internal user. When set to Yes, the "Autowatch own issues" feature means that you will automatically be a watcher when you create or comment on an issue. This could cause the internal user not to receive customer notifications for their support request. To guarantee that these internal users will not be added automatically as a watcher, you will need to follow the steps below:

    • Go to your JSM instance > Cog Icon > System.
    • Under User Interface, Default users preferences > If the Autowatch own issues feature is set to Yes > Edit Default values.
    • Uncheck the Autowatch own issues box > Update.

Case 02: The customer has turned on the "Watch your issues" feature.

You can create an automation rule that will check if the reporter is added to the watcher section once a support request is created and automatically remove it. This will ensure the customer receives the notifications even if the "Watch your issues" feature is turned on.

Proposed Automation rule:

      • When: Issue created
      • If: smart values condition
        • First value: 

          {{issue.watchers.displayName}}
        • Condition: contains.
        • Second value:

          {{issue.reporter.displayName}}
      • Then: Manage watchers

        • Remove these watchers: 

          {{issue.reporter}}

Case 03: The customer is an internal user (Assignee).

Sometimes, an agent creates a request on behalf of a customer and is automatically added to the Reporter field for that request. If the same agent is added to the Assignee field of the request, they're considered both a customer and an agent on the request. For these scenarios, internal notifications will take priority over customer notifications. One way to guarantee they will still receive notifications is to allow those internal customers to receive Jira notifications.

      1. Go to your JSM Instance > Cog Icon > Products.
      2. Under Jira Service Management, Configuration > Notifications.
      3. Select the "" option.

References

Last modified on Jul 4, 2024

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