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Can we use customers in notification schemes?

Aradhana Gupta
Aradhana Gupta
Community Champion
January 10, 2022

Hello All,

I need to send the create issue notification email to a customer ( the customer is not the reporter). I have tried adding the customer i the notification scheme as a single user or single email ID. 

However, notification emails are not being sent out.

Can customers be used in this context?

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3 votes
Answer accepted
Alex Koxaras -Relational-
Alex Koxaras -Relational-
Community Champion
January 11, 2022

Hi @Aradhana Gupta 

Customers will receive notifications via the "Customers Notifications" section. From the other hand, "Notification Scheme" is used only for users with a valid license. The only way for a customer to be notified for a ticket he/she didn't create is either to add him/her as a request participant or this ticket to be shared with the whole organization (if you are using organizations).

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Answer accepted
Dirk Ronsmans
Dirk Ronsmans
Community Champion
January 11, 2022

Hi @Aradhana Gupta ,

You mention the customer is not the reporter, how exactly then is your customer defined?

Normally the notifications to the customers are being sent thru the "Customer Notifications" in your project settings and not the regular notification scheme.

If you add the person as a request participant they will also be notified thru the Customer notifications.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

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Jira Service Management
Jira Service Management
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AUG Leaders

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