We have one project in JSM that does not use the portal but instead the project owner manually enters his issues. * The customer is added as REPORTER * We have an automation that adds our single approver to APPROVERS field * We use a post-function to resolve the issue as "done" after it goes through the approval process * We have JSM customer notifications set for APPROVAL REQUIRED and REQUEST RESOLVED Everything works fine in testing except the person in the reporter field does not get an email on issue resolution. I've checked everything I can think of so any suggestions?

Hi Gail, * In the Request resolved email template do you have "Reporter (customer)" added in the To field? * In the Request resolved email template do you have setting "Exclude person who caused the action" enabled?* I'm curious if perhaps Jira is interpreting the setting of resolution by post-function as an action performed by the Reporter. * This may not be relevant for customer notifications but what type of event is being fired in the workflow post-function? * Does the Reporter receive an email if you manually set the resolution? * Are you able to check the email system for the Reporter to see if the "Request resolved" email was blocked/quarantined?

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JSM project that doesn't use portal - issues manually created. Customer Notifications Missing?

Gail_8p6l1l

We have one project in JSM that does not use the portal but instead the project owner manually enters his issues.

The customer is added as REPORTER
We have an automation that adds our single approver to APPROVERS field
We use a post-function to resolve the issue as "done" after it goes through the approval process
We have JSM customer notifications set for APPROVAL REQUIRED and REQUEST RESOLVED

Everything works fine in testing except the person in the reporter field does not get an email on issue resolution. I've checked everything I can think of so any suggestions?

Screen Shot 2022-07-13 at 5.03.16 PM.png

Accepted answers

Connor_lld39i

Hi Gail,

In the Request resolved email template do you have "Reporter (customer)" added in the To field?
In the Request resolved email template do you have setting "Exclude person who caused the action" enabled?
- I'm curious if perhaps Jira is interpreting the setting of resolution by post-function as an action performed by the Reporter.
This may not be relevant for customer notifications but what type of event is being fired in the workflow post-function?
Does the Reporter receive an email if you manually set the resolution?
Are you able to check the email system for the Reporter to see if the "Request resolved" email was blocked/quarantined?

Sam Nadarajan

Hello @Gail ,

If your project owner is manually entering issues in your service project in Jira and not through the portal, then it is likely that the request type is not being set.

In order for customer notifications to be sent out, the issue needs to have the request type set and the reporter must not be the same as the assignee. You can read more about that from Angelica's answer here.

All comments

Connor_lld39i

Hi Gail,

In the Request resolved email template do you have "Reporter (customer)" added in the To field?
In the Request resolved email template do you have setting "Exclude person who caused the action" enabled?
- I'm curious if perhaps Jira is interpreting the setting of resolution by post-function as an action performed by the Reporter.
This may not be relevant for customer notifications but what type of event is being fired in the workflow post-function?
Does the Reporter receive an email if you manually set the resolution?
Are you able to check the email system for the Reporter to see if the "Request resolved" email was blocked/quarantined?

Sam Nadarajan

Hello @Gail ,

If your project owner is manually entering issues in your service project in Jira and not through the portal, then it is likely that the request type is not being set.

Gail_8p6l1l

Thanks Samuel.

We do have a request type linked to an issue type (only 1) linked to a workflow, screens, etc.

Gail_8p6l1l

We do have Reporter (customer) in that notice. I do not have exclude the person who caused the action checked.

Screen Shot 2022-07-14 at 9.04.58 AM.png

On resolution of the issue (transition to status APPROVED or REJECTED) i have the first post function below (same on both transitions).

Screen Shot 2022-07-14 at 9.07.02 AM.png

Because it is an approval workflow there isn't really an option to transition manually. Approved and Rejected are Done status categories.

Screen Shot 2022-07-14 at 9.09.12 AM.png

I do not have access to our email server, but other projects have sent this particular user email notifications from JSM.

Gail_8p6l1l

did some testing this morning, and the emails were delivered successfully as expected. The original issue may have been a one-off or something wonky with our Gmail system. Thanks for the assist!

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