We have a service desk that we've just started using and it's creating an odd issue. Specifically, we have notifications turned on for new issues, and most of them come through just fine (85% or so)... but that other 15% never do.
I have googled about this extensively, tried all the tricks, have checked all the Spam stuff - our own spam trap, the top-level one and desktop level one, and even used the notification helper to ensure that a notification SHOULD have been sent. Still, no rhyme or reason.
Has anyone dealt with a similar issue?
Hello Jim,
Thank you for reaching out to Community!
Checking the details you provided, I'm not sure if I understood correctly, so I would like to clarify if specific notifications are not received or if specific users/customers do not receive notifications.
If it's related to users not receiving notifications, I did a bulk search for the domains associated with your site and some of them had bounced emails and I removed it.
Also, I would like to let you know that, by default, we don't receive notifications about our own changes, so if, for example, you create a test ticket using the same account as assignee and reporter, no notification will be sent.
Another thing that may cause issues with the notification is the request type. When a ticket is created using the + button in Jira, the request type stays empty and the customer notifications are not generated, so please check if the affected tickets have a valid request type.
Regards,
Angélica
Thank you Angelica, I appreciate your time.
So, the problem is that notifications don't arrive for some tickets. We all seem to get the same notifications when we get them, but some tickets don't create them (seemingly).
I would like to know what caused those bounces - was it a spam rejection?
The missed notifications are not coming from anyone on my team - we know a ticket was submitted because it shows up in the queue for new issues, but did not receive an email.
All of our users submit tickets via email, not using the interface, and they all come in with the Email request type.
It really seems like it should just be a spam filter issue on the surface, but there's nothing in our logs and we even whitelisted the Jira domain just to be safe.
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Hi Jim,
Thank you for the details.
I just checked that you created a ticket with our support and they are already helping you. The support engineer will access your site and check the ticket you mentioned in order to have more clarity of what is preventing the notifications to work correctly.
With that said, to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.
Once it's resolved, feel free to share the resolution with us to help other community members that may face the same issue.
Regards,
Angélica
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