JSM project that doesn't use portal - issues manually created. Customer Notifications Missing?

[Gail]

We have one project in JSM that does not use the portal but instead the project owner manually enters his issues.   

• The customer is added as REPORTER
• We have an automation that adds our single approver to APPROVERS field 
• We use a post-function to resolve the issue as "done" after it goes through the approval process
• We have JSM customer notifications set for APPROVAL REQUIRED and REQUEST RESOLVED

Everything works fine in testing except the person in the reporter field does not get an email on issue resolution.    I've checked everything I can think of so any suggestions?

[Sam Nadarajan · Accepted solution]

Hello @Gail ,

If your project owner is manually entering issues in your service project in Jira and not through the portal, then it is likely that the request type is not being set.

In order for customer notifications to be sent out, the issue needs to have the request type set and the reporter must not be the same as the assignee. You can read more about that from Angelica's answer here.

[Gail]

Thanks Samuel.

We do have a request type linked to an issue type (only 1) linked to a workflow, screens, etc.

[Connor · Accepted solution]

Hi Gail, 

• In the Request resolved email template do you have "Reporter (customer)" added in the To field?
• In the Request resolved email template do you have setting "Exclude person who caused the action" enabled?
  • I'm curious if perhaps Jira is interpreting the setting of resolution by post-function as an action performed by the Reporter.
• This may not be relevant for customer notifications but what type of event is being fired in the workflow post-function?
• Does the Reporter receive an email if you manually set the resolution?
• Are you able to check the email system for the Reporter to see if the "Request resolved" email was blocked/quarantined?

[Gail]

We do have Reporter (customer) in that notice.    I do not have exclude the person who caused the action checked.  

On resolution of the issue (transition to status APPROVED or REJECTED) i have the first post function below (same on both transitions).

Because it is an approval workflow there isn't really an option to transition manually.   Approved and Rejected are Done status categories.

I do not have access to our email server, but other projects have sent this particular user email notifications from JSM.

[Gail]

did some testing this morning, and the emails were delivered successfully as expected.   The original issue may have been a one-off or something wonky with our Gmail system.    Thanks for the assist!