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Customer's are not receiving notifications from others within their organization

Olivia.stiller

Customer's within an organization are not receiving notifications about comments, statuse changes, etc from others within the same organization although I believe the notifications are set up correctly and the organization in the ticket is correct.

I have also added them as people within the project with the role of "Service Desk Customer" and changed the notifications within the notification scheme to send notifications when certain things are action-ed.

I have checked the notification helper and it appears this user should be receiving notifications when something is commented however she is not

LV Received1.PNG This user did receive a notification that the issue was created by someone within her organization, but all public notifications were not received.

Any help would be greatly appreciated.

Thanks,

Olivia

Accepted answers

All comments

Miguel Silveira

Some of the users might have the notification preferences to "Do not notify me"
Try check their preferences in Profile -> Preferences - > Click the little pencil on the right of that board -> My changes -> Set to "Notify Me".
Try this and give some feedback.

If that doesn't work might be some project permissions issue.

Olivia.stiller

Hi Miguel,

Thanks for the quick response. Where can I access the customer's profile with preferences? I am able to edit their info, reset password, remove, etc. but can't seem to figure out how to see their profile.

Thanks!

Miguel Silveira

Hello again @Olivia.stiller

Actually, i tried to find a way to set those as default values in the server, and i don't seem to find it, so i would say that the only way to solve this is that the users must set the their own preferences to get notified.

Olivia.stiller

@Miguel Silveira Hm. Do you know how they would they do that though? Looking at the customer profile through the customer portal they have limited options on what they can do.

In the original email the user received (when the issue was first created) the 2 options are to "view request" and "turn off this request's notifications".

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