Customers are not getting confirmation mail When they create a ticket.

[Madhu Reddy]

When my customers create a issue through mail ticket is creating. But They are not getting confirmation mail like You created issue... Etc 

Note: Customer Notifications - Enable 

But they are not getting confirmation mail

Thanks

[kavi shree]

Hi @Madhu Reddy

Its not possible to send notification to non-jira users without additional add-ons.

some of the workarounds to achieve it is

• Configuring the workflow as mentioned before 
• Using JEMH add-on check out the below link to get an idea on how this plugin works

https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/2850886/Enable+non+JIRA+Account+holders+to+receive+issue+updates

Cheers

[Madhu Reddy]

Hi @kavi shree thanks or your Info..

It is a basic thing to reply the customer with a confirmation mail. Which was supported in customer notifications.

I think there is no need to use Add-ons.

Missing with some Configuration.

[kavi shree]

In this case i would suggest to use Workflow post-function to notify the non-jira users on create issue event.

By using the below add-on we will get Email notification post function:

https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions?hosting=cloud&tab=overview

To Notify non-jira users

1.Create a filed(to hold email address to which the notification should be sent)

2.Add a post function(Email Issue (JMWE add-on)

          i)provide all basic values

         ii)Under Email address select  the field which holds the email address

3.save.

Now the external(non-jira)users should get notification for create issue event.

[Madhu Reddy]

Customer is not a jira user. 

What i need to check in SMTP configuration. ?

Note: If create user is enabled in Incoming mail, Then getting a mail

But when i disable Create users in incoming mail I am not getting a reply mail.

[kavi shree]

The above config  is for users who have jira account.

If the customer are not a jira user and using mail handlers to create issue then need to check with SMTP configuation.

[Madhu Reddy]

Thanks for the response @kavi shree

I did not get you.

" Go to ->profile->Preference->My Changes->Notify me. "

I did not found this in Jira

[kavi shree]

Hi @Madhu Reddy

By default Notification for own change is disable in jira. Once its enabled user will be getting notification for their own changes(notification on creating tickets)

To enable this

Go to ->profile->Preference->My Changes->Notify me.

Cheers,

Kavishree K