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Service Desk Cloud Notification Emails not Being Sent

jose_esbsjd

I have been fine-tuning all sort of stylistic settings these days (deleting test issues, renaming issue types, other small things) in preparation to roll-out the service desk and now for some reason I am not getting notification emails.

- I created an issue on behalf of a customer, added myself (agent/admin), added a comment internally, added a comment to customer about 8 hours ago. No email.

- I created a test issue with my customer account an hour ago. No email.

I get other email, including notifications from the Jira Software Cloud project.

Any suggestions on how to troubleshoot Service Desk Cloud notification emails?

Thanks!

Accepted answers

jose_esbsjd

Not entirely sure what it was but I ended up creating a new notification scheme for the project (copy of the default that is used in another Jira Software project) and it seems to have worked...

All comments

Josana de Hesselle

*disclaimer, also a newbie*

I've had a couple of tickets/issues come out like this - not sending email notifications to reporter.

I've narrowed it down at least in some cases to issues that have an Issue type, but not a Request type.

as soon as I add a request type, the customer gets any new non-internal comments.

I've found that issues in my config at least are most likely to be missing a request type if they're created as a linked issue.

jose_esbsjd

Not entirely sure what it was but I ended up creating a new notification scheme for the project (copy of the default that is used in another Jira Software project) and it seems to have worked...

Ed Hirst

Thank you!! I've been scratching my head over this for the last hour. This was the missing piece of the puzzle!

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