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Service Desk customer always set to 'Do not notify me' when creating tickets

Wim Abts_desah7

Hi,

We have the following behaviour currently ony with one user:

When she creates a ticket, she is correctly set as the reporter but she doesn't get any comment notifications.

When she goes into helpcenter, the ticket in question has the setting 'Do not notify me'.

Even when she changes this, the option changes back to the same value.

Any ideas what can cause this?

Accepted answers

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Adam Rypel _MoroSystems_

Hello @Wim Abts ,

Actually, if you click on "Do not notify me", you turn off the notifications, so make sure this option is not selected.

Also only one user has this problem? Does she receive other notifications, like when the ticket is created / updated?
I would also check customer notifications in your project (Public comment added).

Thanks,
Adam

Wim Abts_desah7

Hi @Adam Rypel _MoroSystems_

At the moment it seems that it's only for one user.

When she creates a new ticket the value is always set to 'Do not notify' me.

When you click this, is this then also set when creating a new ticket afterwards?

Does this turn of notifications for all tickets? if so, I wasn't aware of that...

Thanks!

Wim Abts_desah7

She does receieve notifications on creation etc and in the notification scheme notifcatons are sent when a comment is added.
On SD notifications are also activated and we have confirmation from other users that they receieve emails when a comment is entered.

The bizar thing is that when this user creates a ticket, it always defaults to 'Do not notify me'...

Adam Rypel _MoroSystems_

Hello @Wim Abts ,

That is interesting.

If she sees this:

dont notify me.PNG

Then that is correct. As soon as she clicks "Don't notify me", she will stop receiving the notifications for that certain ticket. So actually make sure she can see "Don't notify me". It is also described by Susan here: https://community.atlassian.com/t5/Jira-Service-Management/Can-someone-tell-me-what-Don-t-notify-me-does-in-Service-Desk-3/qaq-p/608701

Couple of things that came to my mind:

Might be a pointless question, but did she check the notification does not end up in spam?
Can you check the email inbox from which the emails are sent, whether the email was really sent?
Can you also check logs for Outgoing email, to see if there is anything suspicious? You have to first enable the Outgoing email logs, see how to do that in this document: https://confluence.atlassian.com/jirakb/troubleshoot-email-notifications-in-jira-service-management-777026983.html
Also try all the steps mentioned in the document above, maybe some of them are the problem.

Regards,
Adam

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