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Users added as customers are not receiving ticket updates.

Deviprasad Marotu

Hi Team,

We added few users as customers in one of our Servicedesk project. Whenever a user sends an email to our servicedesk email id, they usually mark their team members in CC (they too are added as customers in our project). The issue is the users who are in CC are not getting any notifications regarding the ticket creation/update etc.
Can you let us know how to fix this issue.

Accepted answers

All comments

Moses Thomas_08kyb0

@Deviprasad Marotu

Please follow the instruction below on managing notifications in JSD cloud.

https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html

Kind regards,

Moses

Alex Koxaras -Relational-

Hi @Deviprasad Marotu

You have to see within your customers' notifications who is getting notified on these events.

customers notifications.png

If e.g. you have setup only the reporter to receive these notifications, then that could be the reason.

Another thing that you have to verify is if only one, or all request participants are not receiving notifications.

Deviprasad Marotu

Hi @Alex Koxaras -Relational- ,

Thank you for your reply. I checked the settings within my customers' notifications and can see "Customers involved" in "To" field. And, all requested participants are not receiving notifications.

Alex Koxaras -Relational-

@Deviprasad Marotu is the reporter receiving notifications about the issue creation, updated, resolved etc?

Deviprasad Marotu

Hey @Alex Koxaras -Relational- ,

Yes. The reporter is receiving notifications.

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