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Event Notification Emails not Received by Customer.

efunkmj

My external customer's are not receiving ticket event notifications, like when a comment is added to a ticket. But, they are able to receive mention notifications, like when a message is sent using the @ symbol. These accounts can be gmail, yahoo, or the customer's custom domain. Atlasian support says both notifications are sent out the same way by atlasian.

I would assume if one notification worked, they would both work. I don't know why google would block one type but not the other.

Accepted answers

efunkmj

Atlassian, just got back to me and the reason Jira isn't sending notifications is related to the Language Support templates. you've several different languages enabled, but they are all missing translations. This causes notifications to not be sent to any user that has one of those languages as their default profile language, as Jira won't have the proper template to send to them.

Moving forward

You have two options: either disable all the languages that you're not currently using (including English UK) or confirm the proper translations to all of them.

For more information on troubleshooting customer notifications, feel free to check this article.

All comments

Tim Perrault

Hi @efunkmj

I would have the users look at their personal settings to see if they turned off receiving those notifications.

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

Thanks,

Tim

efunkmj

I did not see all of those options under my test account. I am using a test customer I setup, so I do not have full access to Jira Service Management. I am only able to create tickets and view my own tickets.

We recently migrated from jira server to jira cloud, maybe something broke with the migration process.

Tim Perrault

That's strange I would think the options would be there. The other place you can check if you can get project admin rights is the notifications scheme. Make sure nothing got changed during migrations.

Vishwas

Hey @efunkmj

Did you look at the Customer Notifications in Project Settings ? Are they On ?

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

Regards,

Vishwas

efunkmj

All of the customer notifications are turned on. They are being sent to Reporter (customer) and customers involved.

Vishwas

Hey @efunkmj

this seems bit strange, when customer notifications are on and still notification doesn't go.

Did you check this KB about troubleshooting the customer notifications not sent https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html

I would recommend you to open a case with Atlassian Support Team here

https://support.atlassian.com/contact/#/

Regards,

Vishwas

efunkmj

I have a support ticket open already with Atlasian, but they keep blaming gmail, yahoo, and our customer's email.

I gave my test customer full access to jira and was able to receive all emails in my gmail account. That is why I was thinking it is some sort of configuration I cannot figure out.

Thanks.

efunkmj

Moving forward

You have two options: either disable all the languages that you're not currently using (including English UK) or confirm the proper translations to all of them.

For more information on troubleshooting customer notifications, feel free to check this article.

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