Customer notifications not being sent by Service Desk

[Int Support]

We have recently upgraded our version of JIRA Software to 8.0.1 and Service Desk to 4.0.1. Since the upgrade our Customer Notifications from Service Desk have stopped working. We have been through the Troubleshooting recommendations (https://confluence.atlassian.com/jirakb/how-to-troubleshoot-email-notifications-in-jira-service-desk-777026983.html) and cannot see any reason why the notifications aren't being sent.

The JIRA notifications to our agents are going out as expected. It is just the Customer notifications we can't get working.

[Steffen Opel _Utoolity_]

Are you by chance using MS SQL? If so, you might be affected by the following bug:

• Customer notifications are no longer created and sent when using MS SQL with JSD 4.0.1 (JSDSERVER-6252)

The issue has been addressed in JSD 4.0.2 - if you are unable to update right away, you might to want to check the documented workarounds and/or variations thereof, as reported and discussed by several users in the comments section.

[Brant Schroeder]

Is it pulling requests in from your email account? Have your tried re-adding the email account to your service desk? (Before doing this make sure all mail has been pulled)