reporter didn't receive mail of ticket close

[arjun varma]

I closed any ticket I want to notify the reporter his ticket is closed help me on that.

[Rilwan Ahmed]

Hi @arjun varma ,

Welcome to the community !!

By default the JSM customers (reporter, project participants) receive email notifications when status is changed. For this to work, make sure the "Request Type" field in the ticket has some valid values in it. 

These notifications are sent as part of "Customer-visible status changed" in project settings --> Customer notification. 

More details in https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/ and https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

[arjun varma]

if I am trying to test mail didn't receive any mail

[Rilwan Ahmed]

Hi @arjun varma ,

1. Check if outgoing email is enabled 
https://<YourDomain>.atlassian.net/secure/admin/OutgoingMailServers.jspa

2. Open project settings --> customer notification --> Click edit on any item and send a test email

Check all your folders in the outlook/mailbox. If you are still not receiving the email, please contact Atlassian Support directly in https://support.atlassian.com/contact/ for log analysis. 

 

More steps to identify the cause is described in https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html

[Muhammad Moazzam Hassan]

In Jira service management the close ticket means the resolution is set for any ticket and for this process the email will sent automatically, you can go to project settings > Customer Notifications > Request Resolved, from there you can customize the template.

[arjun varma]

for customer notification it is compulsory configured outgoing mail server

[Muhammad Moazzam Hassan]

When you Procure JSM Cloud the outgoing mail server is pre-configured.

[arjun varma]

ok thanks