We're not receiving internal notifications from Service Space Customer Portal

[Elise Waterhouse]

Hello

We have a service space for external customers to create tickets. Unfortunately, we are not receiving notifications or emails when a customer creates a ticket or adds a comment, or any other type of internal notification.

Space settings > Notifications > Internal Notifications = these are all currently set to the Group org-admins. I have changed and tested it with other Groups, and individuals.
Email notification are on for my account. 

Customer notifications are working.

I have asked Rovo and double checked all of the steps it advised, and it says it all looks set up correctly.

Please can someone advise?

Thank you

[Brandon Viertel]

Morning @Elise Waterhouse,

For @Marc -Devoteam-'s response - customer actions do definitely trigger the notifications listed on the internal notification scheme. When the customer performs the action (aka create an issue, or commenting on the issue via the portal) it will fire off an internal notification to the listed users/groups/roles with a license in the notification scheme, and in this case, members of the "org-admins" group would get it. The customers would get their own notifications (if enabled). Otherwise, half of the functionality in JSM would be moot if that functionality didn't exist. There is a weird situation where if an agent is the reporter, the reporter being a customer takes precedence,  and only the customer notification would send off.  

I would assume that users in the "org-admins" are licensed users, and in this particular case, would receive the internal notification that a work item has been created.

Can you verify:

• You're a licensed user
• Outgoing mail is enabled for the site
• The service project is actually assigned the notification scheme mentioned

Thanks!

Brandon 

[Marc -Devoteam-]

Hi @Elise Waterhouse 

The Internal Notifications (Notification scheme) are events based on actions done by licenses users agents. 

Customer actions do not trigger any of the notifications set in the notification scheme.

If you require notifications by email you will need to create automation rules.

But you "bell" icon in the horizontal toolbar shows if updates are done in JSM tickets, if your the assignee.

[Elise Waterhouse]

Thank you for the explanation Marc.

So is there a way to be notified when a customer creates a ticket, before we can assign it to anyone?

[Marc -Devoteam-]

Hi @Elise Waterhouse 

Yes, create an automation flow for this.