Customer Notifications Not Going Out

[Grace Kim]

Starting this week, whenever we write a comment on the JSM ticket, a notification email is not being received by the customer. If the ticket was submitted last week, email notifications are being received - this is just for new tickets submitted this week. We tried testing a Form and email submission, and no comment notifications are going to the customer. 

I checked and all customer notifications are on, nothing was changed from last week.

In my test, I did get a notification of one status change, but that was it.

Has there been an update somewhere to impact this?

Have others encountered this issue?

[Chris Rogers · Accepted solution]

Hi @Grace Kim

I haven't seen any issues across my various sites this week. Still, one thing to check for is that Jira treats internal notifications and customer notifications differently, and the default setting doesn't send both notifications to a person who is acting as both an agent and a customer. 

This can often happen if a user comments on an issue from the agent side and they auto-watch the issue; from that point forward, they're treated as an agent on the issue and will not receive customer notifications.

Another thing, to check depending on who is doing the testing is the personal notification settings for the site (https://yoursite.atlassian.net/jira/settings/personal/notifications):

While it's unlikely these changed between weeks, it's still worth a look just to rule it out.

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If it's possible, can you include a screenshot of your internal notification scheme and a screenshot of an issue you're seeing this problem on?  That might help narrow things down.

[Grace Kim]

Yes! We confirmed this was the issue why I was not getting the email notifications. It was because I am an agent. Thanks for confirming this user error :)

[Chris Rogers]

Glad to help, have a great week!

[Marc -Devoteam-]

Hi @Grace Kim 

In the JSM project are the custom notifications enable, specific the on for Request Created, or are you using automation rules for this, then check the automation rules on the project