Jira service desk customers notifications not working

Question

Hello,

I am using on prem Jira service desk 4.0.1 which is working fine except for customers notifications.

The application is only used in internal and we only have 2 agents so I am using starter licence.

The users are retrieved from our active directory.

The only user which received email notifications are the one inside jira-servicedesk-users.

How can I be able to setup notifcations for every users even if they are not licenced as a jira user ?

Many thanks for your help.

Best regards.

Angélica Luz · Answer

There are some requirements for customer notifications to work correctly, some we already confirmed that it's correct:

System

JIRA email is enabled
Outgoing mail has been configured
JIRA Service Desk notifications are enabled

Issue

In JIRA Service Desk project
Contains valid customer request type

User

Is the reporter or a participant of the issue
Has a valid email address

Following the troubleshooting of our documentation, if all of the above is correct, we need to check other settings. Please, check on the documentation below the "Solution" which has other tests that may help us to find the cause. One of the most important are the logs that can lead us directly to the error.
- How to Troubleshoot email notifications in JIRA Service Desk

Also, please make sure that you configured correctly the mail handler, even though the customers only open tickets through the portal:
- Receiving requests by email

admin_pm6xep · Answer

Request type is ok, it's not empty.

Notifications never worked from start.

Notifications are enabled and to field is correct with default configuration. I tried to add reporter (customer) but without any effect.

The only users which get notifications are the members of service-desk team.

Amazing how it complicated to find a solution inside this software :-(

Angélica Luz · Answer

Can you check if the Request type is correctly set on the ticket? 
When did this issue start?
Also, please check on the Project settings > Customer notification if all notifications are enabled and if it has "Customers involved" on "To" field.