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Emails do not reach the addressee through the Jira Service Manager domain.

Anton Zabolockii

Hi, there is a difficulty, we use a project in JSM, to send correspondence to email addresses of clients and related departments, as a domain for sending email, we use the domain directly from Jira Service Manager The problem is that letters often (how lucky) do not reach and do not even end up in spam, they are generally not available anywhere at the addressee. What are the solutions?

Accepted answers

Angélica Luz

Hello @Anton Zabolockii,

Thank you for reaching out to the Atlassian Community!

On Jira Service Management, what triggers notifications for customers are the Request types and when using the Create button to create tickets on behalf of the customer, people usually select the Issue type instead of the Request type.

With this said, for future tickets, select the Request type instead of the Issue type, otherwise, customers won’t receive updates.

Screen Shot 2022-02-03 at 13.31.32.png

For existing tickets, you just need to add a valid Request type for customers to start receiving notifications.

Screen Shot 2022-02-03 at 13.34.10.png

Also, as a workaround, if you and your team prefer to use the Issue type to create a ticket, you can create an automation to automatically set the Request type after the ticket is created.

Automatically set Customer Request Type When Issue is Moved or Created via Jira

Kind regards,
Angélica

All comments

Angélica Luz

Hello @Anton Zabolockii,

Thank you for reaching out to the Atlassian Community!

With this said, for future tickets, select the Request type instead of the Issue type, otherwise, customers won’t receive updates.

Screen Shot 2022-02-03 at 13.31.32.png

For existing tickets, you just need to add a valid Request type for customers to start receiving notifications.

Screen Shot 2022-02-03 at 13.34.10.png

Also, as a workaround, if you and your team prefer to use the Issue type to create a ticket, you can create an automation to automatically set the Request type after the ticket is created.

Automatically set Customer Request Type When Issue is Moved or Created via Jira

Kind regards,
Angélica

Anton Zabolockii

Angelica, thank you very much, you have been very helpful. Maybe you know if there are methods for tracking the receipt of a letter by the addressee in order to be sure that the letter was delivered, maybe there are some logs?

Angélica Luz

Hi Anton,

On Jira Cloud, there are no outgoing email logs. We can check here on our side if the notifications were sent and if it was delivered or not, but in Jira, this option is not available.

There are feature requests suggesting this improvement:

Please, click on Vote for this issue and also watch them to receive updates from the product managers.

Note that, for the cases where there is no Request type on the ticket, the notifications for customers are not triggered.

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