Customer get nearly all notifications exept issue solved

[b.schmitt]

Hi, I have a problem with the customer notifications at our Jira Service Desk.

Current status: Incoming e-mails are handled via the JEHMC plug-in, outgoing e-mails via the notification functions integrated in Jira.

I have added a customer as Service Desk customer in the project settings. I have also activated and configured the customer notifications for "Request created", "Public comment added" and "Request resolved" in the settings.

After a problem is sent to a support address, the problem is created and the customer receives a message that the ticket has been created. This works fine. If a Service Desk employee now creates a public comment, it works. However, the problem is that the customer is not notified when a process for which he is the author has been resolved by an employee.

How do I get notifications for my customer who created the problem when the problem is solved?

I spent hours searching for the problem, making various settings suggested here in the community, and performing several tests. Nothing helped. Maybe someone here knows why.

For testing purposes, I created two automation rules that are triggered when a problem reaches a certain state for about 1 minute. Somehow there is only one comment created for "issue in process", but not for "issue solved", about which the customer should be informed. There may be something wrong with the status/workflow that causes the customer not to be notified when a problem is solved.

[Petter Gonçalves]

Hello Schmitt, 

Welcome to Atlassian community!

Per your description, there are only two possible things that might be causing your issue:

1 - The issue is not been properly configured with the resolution field when transitioning it to the last status.

Doublecheck that you have configured the resolution field in the last transition screen or added a post function to properly set the resolution once the issue is transitioned to the last status.

2 - A firewall or proxy configuration can be blocking the notification to arrive.

Check if the following IP Ranges are properly whitelisted:

167.89.0.0/17, 208.117.48.0/20, 50.31.32.0/19, 198.37.144.0/20, 198.21.0.0/21, 192.254.112.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Additionally, double-check if the customer notification for resolved issues is properly activated and configured to be sent to the issue's reporter.

Let me know if this information helps.