customers do not receive notifications

Question

These are all the existing portals recently we did not made any changes.

Currently we are facing an issue when the issues updated or commented customers are not receiving the notifications.

The same customers receive notifications previously, from few days we are facing this issue

We are using JIRA Service Desk 3.14.0.

rae edwards · Answer

During our testing of JSD, we discovered that a customer was not sent a notification to join JSD after we had created her as a customer. The problem is intermittent. We tried to use notification helper but this requires an Issue to be selected. Since the customer is new to JSD, there are no Issues associated with the customer yet so we were not able to find any failed conditions. What can we do to troubleshoot notifications to join JSD?

Application Support_ro71xk · Answer

Hi Olga,

we tried a notification helper it is not showing any failed conditions.

Status is showing receives notifications for the 'Issue Commented' event.

but customers are complaining that they did not received any notification.

We are using the same notification scheme for all the portals this issue is for 4 portals only.

Olga Videc · Answer

Hello Kunal,

Thank you for the explanation.

Have you tried a notification helper?

https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

* Choose:  Jira settings -> System
* Click Admin Helper -> Notification Helper.
* Enter the name of the user whose notification settings you want to check. Leave this blank for anonymous users.
* Enter the issue key of interest. For example, the issue about which the specified user isn't getting event email notifications.
* Select the notification event that you want to check for the user.
* Click Submit.