Jira Service Desk Notification for Reporter on Issue Created not working (Mail Import)

Question

Hi Guys,

i read a lot of questions about that topic but nothing fixed my problem.
We have a JIRA Service Desk Version 4.12 and use it for different customers. 
If a Customer is writing a mail to our mailbox it will be processed and an issue is created but the customer did not get any notification... also on creating it via "Create" Button. Only via the Portal the Customer get a notification.

Here are my solution i already tried:

- Notification Scheme - Reporter (Proof with Notification helper)
If i add the whole Service Desk Customer role here it works fine but thats not a solution for us.. Reporter only does not work.

- Preferences --> My Changes - "Notify Me" is enabled

- User have Service Desk Agent License (not possible in productive environment but still does not help)

- Mail Handler - "Notify User" enabled

- Automation Rule to set default request type dont work

No entries inside the Outgoing-Mail.log on DEBUG mode... But i see the Error from trying sending a mail to the default Assignee (local admin without mail attribute) so the task to send mails is working but not for the Reporter.

Florian Schomakers · Answer

I also tested it with the "Email Requests" configuration inside the project, because i read that this handler (somehow) will handle the requests different as the Jira Mail Handler.

It worked somehow... I am wondering how could the Jira Mail Handler fail on this task? Is it by design?

Florian Schomakers · Answer

Thanks for the fast reply!
I checked everything on that troubleshooting page but my problem is that only the reporter get no notifications not in general.

At "Administration - Application - Configuration- Notification" i tested with both settings.

Any other Idea?

Tansu Akdeniz · Answer

Hi @Florian Schomakers

Did you check this e-mail troubleshooting page?

* https://confluence.atlassian.com/servicemanagementserver/troubleshooting-issues-with-the-email-channel-939926309.html

Btw, customers do not get default Jira notifications they just get customer notifications specifically designed for service management project. Otherwise notify will be duplicate. You can verify it from "Administration > Applications > Configuration (under Jira Service Management) -> Notifications.

When you create issue inside the Jira, request type is not set. However, writing a mail should send an issue creation mail. The above link provided may help you to identify the problem.