Customers don't get issue notification

[Colin Huang]

Hi there,

Some of our customers don't get issue notification while other customers do. Also the customers who don't get notification was able to get notification before mid July.  is there any settings I should check or any log can help us to do investigation. Thanks.

Colin 

[Petter Gonçalves]

Hello @Colin Huang

Thank you for reaching out.

Since the notifications are not being sent only to some specific customers, I suggest checking the steps below to properly troubleshoot it:

1. Confirm if the customers that are not receiving notifications are properly added as reporter or request participants in the Issue.
2. Check under Project settings > Customer notifications if the notifications are configured to be sent to them (Customers involved = Request participants):
   
3. Check if the action that triggered the notification was performed by the own customer. They can manually prevent themselves from receiving their own notifications under their profiles.
4. Confirm if the customer has properly whitelisted Atlassian Domains and IP ranges in their firewall and email server. This is the most possible cause of the issue since a change in those settings around July would explain why the notifications are not received since then:
    Atlassian cloud IP ranges and domains 

Additionally, please check the troubleshooting steps of the documentation below:

How to troubleshoot customer notifications in Jira Service Desk Cloud 

Let us know if you have any questions.

[Muhammad Ramzan(Atlassian Certified Master)]

Please try following

First use the admin notification helper tool and troubleshoot by providing user name and the issue key. It will tell you if something wrong with configurations.

If above is not helpful please check following configurations

• Check the notification scheme 
• Verify that user have browse project access , as jira only send notification to users if they have access to that project
• User license is active
• In user profile , if they turned off the notifications 

[Petter Gonçalves]

Hello @Muhammad Ramzan(Atlassian Certified Master)

I would like to thank you for your contribution, however, note that @Colin Huang is talking about Customer notifications of Jira Service desk projects, so the instructions you provided are not applicable to his scenario.

Anyway, thank you a lot for your efforts and please be our guest to keep contributing. :)