Jira Service Desk (Server version) notifications are not sent to customers, at all

Question

Jira Service Desk (Server version) notifications are not sent to customers, at all.  I have Jira Service Desk and Jira Software.  When a Service Desk request is made via the portal, the only ones that receive notification emails are the users who have service desk licenses.  Even those who have Jira Software licenses.  Should all users be Service Desk Customers role?  If so, why wouldnt they all be a Service Desk Customer role automatically, if they create an account via the portal?

Tony Lorie · Answer

Hi Jan....yes, understood.  I have the Customer Notifications setup.  I ensured they were enabled, and that they have a valid value in the TO: field.  I also sent a test email, and I receive it correctly.  But it does not send the email when the specific event takes place.  I enabled DEBUGGING in the mail logs, and I don't see any entries....only those being sent out by the Jira notifications, which I get since I am also a licensed user of Jira.

JP _AC Bielefeld Leader_ · Answer

Notification of your customers are not handled by the Jira notification function. Check out:

https://confluence.atlassian.com/servicedeskserver0316/managing-service-desk-notifications-961789275.html

Best

JP