Symptoms

Notifications are not being sent to Service Desk customers

Background

Notifications to JIRA Service Desk customers operate differently from notifications that are sent using a project's notification scheme.

JIRA Service Desk requests are issues that:

  • Are in a JIRA Service Desk project
    AND
  • Have a valid Customer Request Type
    • This may also be known as a "Request Type" or "Service Desk Request Type"

Issues that do not meet both criteria are not JIRA Service Desk requests. They are regular JIRA issues and not affected by the JIRA Service Desk notification system.

Regular JIRA issues will default to the JIRA Project Notification Scheme. Note that in this case, any users that are JIRA Service Desk Customers will not receive notifications, as they are not regular JIRA users.

Issues that are affected by the Service Desk notification system will have altered notifications to the reporter/customer.

  • Notifications to the reporter/customer will be sent according to the "Events triggering notification to customer" noted below
  • Notifications to users other than the reporter will be sent according to the project's notification scheme
  • Notifications to the reporter/customer will always be HTML

 

Requirements for Service Desk emails to be sent to customers:

SystemIssueUserEvents triggering notification to customer
  • In Service Desk Project
  • Contains valid Customer Request Type
  • Is the reporter of the issue
  • Has a valid email address

 

  • Issue created
    • Issue must be a Service Desk issue at the time of creation in order for this notification to be sent
  • Issue resolved
  • Issue commented
    • Internal comments do not send notifications to customer
    • Comments by customer do not send notifications to customer
  • Issue status changed

See also: Configuring JIRA Service Desk notifications

 

Troubleshooting

First, verify the issue in question is a JIRA Service Desk request as this is a common cause of notification problems

  • Make sure the issue is in a project that is configured to be a Service Desk
  • Make sure the "Customer Request Type" field is populated
  1. Verify the customer can see the request under "My Requests" in the customer portal
  2. Check system wide settings that would impact notifications to customers
    1. Make sure JIRA can send emails
      1. SMTP configured and working
      2. Email is not disabled system wide
    2. Confirm JIRA Service Desk Notifications are turned on in the plugin configuration
  3. Check the issue details and customer details
    1. Is the reporter of the issue correct? (Reporter = Customer)
    2. Does the reporter/customer have a valid email address tied to their account
    3. Is the reporter/customer receiving other notifications from JIRA?
      1. If no or unknown, send a test email to the reporter to verify JIRA can send emails to the user
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1 Comment

  1. Preston Carter

    I found that notifications are propagated to the Reporter if the Reporter is an administrative user, even in cases where the Customer Request Type is not set (i.e. EMPTY). But if the Reporter is a non-administrative "Customer"-type user, the notifications were not propagated to the Reporter until I assigned a value to Customer Request Type.

    Preston Carter / pcarter@stanford.edu