Issue with Customer Notifications

[Dan Allenby]

Hi all,

I am having a few issues with my customer notifications from my service desk.  We have set up 2 ways for our customers to log tickets

• Via the portal
• Via an email address which then creates a ticket

Most of our customers use the email address to log a support ticket with us, however we have had some issues with users not getting responses who are cc'd on the email.

I performed some testing this morning, by emailing a ticket in and cc'ing another of my external email addresses.  I received a notification to say that i had been added as a participant but since then, every update that has been added to the ticket, i have not received via mail.  My settings seem right, but this will have an impact to our clients if i am unable to resolve.  Can anyone point me in the right direction?

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Dan Allenby make sure the customer notification settings have the right recipients

See link below

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

[Dan Allenby]

Thank you!  Seems so simple now...

I have taken a look and my only 2 options are either;

• Reporter
• Customers Involved

I only want the notifications to go to the reporter and the requested participants, not everyone in the company, as some of our support customers have hundreds of people.  Is there a way to add in Requested Participants?

[Hernan Halabi - Elite IT Consulting Group]

Customers involved would include the requested participants. as the documentation states.

[Dan Allenby]

Thank you, does it not also include the other users for that customer?  I just want to avoid spamming other users for that company when they dont need the updates.

[Hernan Halabi - Elite IT Consulting Group]

True... my bad, too much multitasking.

In those cases we have used in the past the following app

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

It gives you more flexibility about who to notify when.

This should allow you to ensure you don't notify the organization as part of the combo as well.

[Dan Allenby]

So i have been doing some further testing, and think i may have managed to figure this out without using the app.

I added Customer Involved into 'Public Comment added' and then disabled Organization added;

"When a request is shared to an organization, your service project notifies the organization's members so they can opt-in to further updates."

I set up a test customer and added 3 email addresses.  I raised a request from one email address, adding in another to the cc and excluded one.  I added a comment to the ticket and the comment was received by the 2 people involved in the ticket, and the one that wasn't, didn't get any notification which is what i was after!

I will perform some further testing to make sure that this doesn't spam another way and let you know.