Request Resolved Customer Notification not working

[Ally Atriano]

Hello,

I am trying to troubleshoot the JSM Customer Notification - Request Resolved and it is not working.

Through the Workflow settings, I have added a rule in the Transitions to set the Resolution field with a value (Done, Won't Do, etc.), but the notification is still not being sent out. 

I have verified that we have outbound emails enabled, the email address is valid (it is mine), and the resolution field is being set correctly.

I have followed through step-by-step with the documentation here: https://confluence.atlassian.com/jirakb/notifications-not-sent-on-resolved-or-reopened-requests-in-jsm-800293284.html

[Marc -Devoteam-]

Hi @Ally Atriano 

Welcome to the community.

In the Event action of the Transition, change the event from "Generic Event" to "Issue Closed" or "Work Item Closed"

[Trudy Claspill]

Hello @Ally Atriano 

Welcome to the Atlassian community.

You mention setting the "Request" field. In the KB it talks about setting the "Resolution" field. Are you actually setting the Resolution field?

Can you provide a screen image showing the configuration of the transition?

[Ally Atriano]

Apologies, yes i meant Resolution field. Just fixed my post!

Here are the actions I have being performed in the Transition: