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My Requesters are not getting comments added in the Reply to customer section in the ticket

Nicole Wolf_tzxq27

Hello

In my company, we want to be able to send notes to the people who requested a ticket.

I thought using the "Reply to customer" section of the ticket would do this but I've had confirmation that they are not receiving any notifications.

I've checked that my notification schemes have "Reporter" listed. Is there a step I am missing to ensure that requesters receive notifications?

Thank you

Nicole

Accepted answers

Kian Stack Mumo Systems

For JSM projects, you need to make sure customer notifications are enabled.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Nicole Wolf_tzxq27

It turns out I needed to add a Group to my project that included all of our customers. I added them and now they are seeing all the correct notifications.

All comments

Kian Stack Mumo Systems

For JSM projects, you need to make sure customer notifications are enabled.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Nicole Wolf_tzxq27

Hello Kian,

Thank you for your speedy response.

I do have these notification enabled.

Is there anything else I can check?

Is there a place I can see who is set to receive things posted in the "Reply to customer" section of the ticket specifically?

Thank you

Nicole

Kian Stack Mumo Systems

@Nicole Wolf, can you please provide a screenshot of the configurations you've got set up for customer notifications? Can you check to make sure that outgoing mail is enabled on the server?

Thanks,

Kian

Nicole Wolf_tzxq27

Kian, here is a screenshot of the customer notifications in our Jira project settings.

As it stands today, customers are not receiving any of these notifications unless they are also Jira users on other Projects.

Screen Shot 2022-07-19 - Customer Notifications.png

Nicole Wolf_tzxq27

It turns out I needed to add a Group to my project that included all of our customers. I added them and now they are seeing all the correct notifications.

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