Troubleshoot customer notifications in Jira Service Management projects
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the server and data center platforms.
Purpose
This article details how to troubleshoot email notifications in Jira Service Management (JSM). Specifically it is primarily targeted at why they may not be getting sent to Jira Service Management customers.
Background
Notifications in Jira Service Management projects operate differently from notifications sent in Jira Core or Software Server. Specifically, Jira Service Management requests are Jira issues that:
- Are in a Jira Service Management (JSM) project.
- Have a valid Customer Request Type (or Request Type / Service Management Request Type).
Issues that do not meet both criteria are not Jira Service Management requests. They are regular Jira issues and not affected by the Jira Service Management notification system.
Regular Jira issues (those that do not meet the criteria above) will default to the Jira Project Notification Scheme. In this case, any users that are Jira Service Management Customers will not receive notifications, as they are not considered to be regular Jira users.
JSM Customer Notification Configuration
Contrary to the Jira notifications which are configured in the notification scheme associated to Jira projects, the JSM Customer Notifications are configured via the page Project Settings > Customer Notifications:
Each type of customer notification can be enabled/disabled, and their template can be customized via the Edit button located next to them.
Requirements for Jira Service Management emails to be sent to customers:
System
- Jira email is enabled
- Outgoing mail has been configured
- Depending on the type of event, the corresponding customer notification needs to be enabled in the project via the page Project Settings > Customer Notifications
Issue
- The issue needs to belong to a JSM project
- The issue needs to contain valid customer request type
User
- The user needs to be allowed to view the request (via the reporter, request participant, approver, or orgnization field)
- The user should not have unsubscribed from the request
- The user should have a valid email address
Issue Events
The events that trigger notifications differ depending on the version of Jira Service Management that you are running. See the Configuring service project notifications page for your version of Service Management.
Solution
If the answer to the question is 'Yes', continue, otherwise follow the instructions in the 'No' column.
| Question | No |
|---|---|
| Is this a valid Jira Service Management request (Service Management project / request type)? |
|
Can the customer can see the request under "My Requests" in the customer portal? |
|
| Do you know if Jira mail is fully configured? |
|
| Are Jira Service Management notifications enabled? |
|
| Does the reporter have a valid email assigned to their user? |
|
| Have you performed any testing on the mail address? |
|
| Have you checked the logs? |
|
| Have you investigated the mail server? |
|
Links to troubleshooting guides
If the questions from the table above did not help, then you can check the following troubleshooting guides, which cover the most common issues related to customer notifications.
| Symptoms | Link to the relevant troubleshooting guide |
|---|---|
| The Customer Notifications are not sent to specific user, or from specific JSM tickets/projects | Troubleshooting why a user did not receive a customer notification from a JSM request |
| The Customer Notifications are not sent at all for all JSM projects, or are sent with a very long delay, | Troubleshooting slow/stuck notification issues in Jira/Service Management Server/Data Center |