Jira service desk customers notifications not working

[admin]

Hello,

I am using on prem Jira service desk 4.0.1 which is working fine except for customers notifications.

The application is only used in internal and we only have 2 agents so I am using starter licence. 

The users are retrieved from our active directory.

The only user which received email notifications are the one inside jira-servicedesk-users.  

How can I be able to setup notifcations for every users even if they are not licenced as a jira user ?

Many thanks for your help.

Best regards.

[admin]

Hi,

Thanks for your answer.

Tickets are only created though servie desk portal.

Notifications are working for service desk agents but not for users who only creating tickets.

No ticket creation alert, no ticket update alert.

Hope it helps.

Regards.

[Angélica Luz]

Hi there,

Welcome to Atlassian Community!
I will make some questions just for a better understanding of the issue you are facing.
How are the tickets being created? Is it through the portal, email or directly in Jira through the create button?
If the ticket is created thought Jira, can you please check if the request type is set? The request type is what triggers the customer notifications, so it must be filled.

When you create a Service Desk project the notifications are already set, so if the customer is added to the project and on the ticket where this customer is the reporter the request type is filled, they will receive notifications.

Regards,
Angélica

[admin]

Hi,

Thanks for your help.

Tickets are being created only through portal. (screenshot attached)

It's a service desk project, notifications are working for agent but not for users whose only creating tickets.

Hope it helps.

Regards.

[Angélica Luz]

Can you check if the Request type is correctly set on the ticket? 
When did this issue start?
Also, please check on the Project settings > Customer notification if all notifications are enabled and if it has "Customers involved" on "To" field.

[admin]

Request type is ok, it's not empty.

Notifications never worked from start.

Notifications are enabled and to field is correct with default configuration. I tried to add reporter (customer) but without any effect.

The only users which get notifications are the members of service-desk team.

Amazing how it complicated to find a solution inside this software :-(

[Angélica Luz]

There are some requirements for customer notifications to work correctly, some we already confirmed that it's correct:

System

JIRA email is enabled
Outgoing mail has been configured
JIRA Service Desk notifications are enabled

Issue

In JIRA Service Desk project
Contains valid customer request type

User

Is the reporter or a participant of the issue
Has a valid email address

Following the troubleshooting of our documentation, if all of the above is correct, we need to check other settings. Please, check on the documentation below the "Solution" which has other tests that may help us to find the cause. One of the most important are the logs that can lead us directly to the error.
- How to Troubleshoot email notifications in JIRA Service Desk

Also, please make sure that you configured correctly the mail handler, even though the customers only open tickets through the portal:
- Receiving requests by email