Until last week, our customers were receiving acknowledgement emails when they raised a service request. All of a sudden customers have stopped receiving email acknowledgements for the service request raised by them.
How do I resolve this.
Hello @Rajesh Mankad,
Welcome to Atlassian Community!
On Jira Service Management it’s possible to enable and disable notifications for them. In this case, the first thing to check is that if this type of notification is active.
Please, go to Project settings > Notifications > Customer notifications (next-gen) or Project settings > Customer notifications (classic) and check if the Request created notification is enabled.
If it’s enabled, then we need more details about the steps they are following to create the issue.
Are they using the customer portal or email?
If an agent is creating the issue on their behalf, a Request type must be selected, otherwise, they will not receive any notifications.
Are they receiving other notifications, for example, comments, status, resolved issue, survey?
Kind regards,Angélica
Hi Angelica,
Thank you for your response.
The Request Created Notification is enabled.
Customers are using email to send their Service Request. Yes, they are receiving other Notifications.
Thank you for the details, Rajesh.
Can you please check if the option “Exclude person who caused the action” is disabled?
If this option is enabled, customers won’t receive the notification.
Can you ask them to create a ticket using the portal to check if there will receive the notification?
Hi
How do I do that. Kindly suggest steps to do so
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