How to troubleshoot customer notifications in Jira Service Management Cloud
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Purpose
This article details how to troubleshoot email notifications in Jira Service Management. It focuses primarily on why Jira Service Management customers are not receiving notifications.
Background
Notifications sent by Jira Service Management projects are known as "customer notifications", and they work differently than those sent by Jira. There are two main requirements for sending a customer notification:
- The ticket has a valid Request Type
- The event to notify belongs to a Service Project ticket
Tickets that do not meet both criteria are not Jira Service Management requests. They are regular Jira tickets and will not be sent to Jira Service Management customers.
Jira Service Management Notification Scheme
Tickets that are affected by the Service Management notification system will have altered notifications to users playing the following customer roles:
Reporter
Request Participant
Member of an Organization (situational)
Approver (situational)
Notifications to users in these roles will be sent according to the customer notifications page:
- Go to the Project settings page > Notifications > Customer notifications
For users who are not in these roles, notifications will be sent according to internal notifications:
- Go to the Project settings page > Notifications > Internal notifications
As mentioned in this document, when we add a user/customer(who is also added to one of the customer roles) as a watcher or assignee in the request, this user will receive internal notifications instead of customer notifications. For customers with Atlassian Accounts added as a watcher, the account will not receive customer notification.
Requirements for Customer notifications to be sent to customers:
System
Jira outgoing mail must be enabled;
As a Jira administrator, click on the Cog icon in the right corner > System > Outgoing Mail
Jira Service Management customer notification is enabled;
- Go to the Project settings page > Notifications > Customer notifications
Tickets
- Created on a Jira Service Management project;
Contains a valid request type;
Customer
- Is the reporter or a participant or member of an organization the ticket is being shared with;
- Has a valid email address;
Solution
If the answer to the question is Yes, continue, otherwise follow the instructions in the No column.
Question | No |
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Is this a valid Jira Service Management request? |
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Can the customer see the ticket under "My Requests" page in the customer portal? |
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Are customer notifications enabled in Jira Service Management? |
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Is the user the reporter, request participant, or member of an organization the ticket is being shared with? |
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Is the user subscribed to receive customer notifications? |
|
Were all translations reviewed in the Language support settings? |
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Does the ticket have an issue security set? (For Company-managed projects only) |
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Does the customer have a valid email address? |
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Does the customer have duplicate accounts using the same email address? |
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Have you performed any testing on the mail address? |
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Are you having issues sending out notifications only for the Resolved and Reopened actions? | |
Are you having issues sending out only customer satisfaction surveys? |
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Is the notification to customers going as plain text? |
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Does the customer not a issue watcher at the point the notification should have been trigger? |
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