Customers aren't receiving auto notifications after they have sent us an email request

Question

When a customer raises an issue via our service email that is synced with Jira, they should be able to receive a notification informing them we have received the query, but the notifications aren't being received anymore.

What could the issue be? How can i resolve this?

Joseph Chung Yin · Answer

@Stash Bookkeeping -

Welcome to the community.  I don't understand your response to my suggestion.

What does this has to do with expense management?

Best, Joseph

Joseph Chung Yin · Answer

@Doreen Nalubowa -

Another place that you need to ensure that the each project's Customer notifications event -  "Request created" has not be disabled.  You can access it by going to your specific project's Project settings >> Customer notification section to check -

If it is enabled and customers are still not getting the notification, you can also contact Atlassian Support (https://support.atlassian.com) so they can also check from the backend logs for possible issues.

Lastly, you can also check with your customers to see if their email network envs are blocking incoming emails coming from your JSM site.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Carlos Garcia Navarro · Answer

Hi @Doreen Nalubowa ,

Welcome to the Community! Have you checked this article? There is a section for Troubleshooting email notifications that can be helpful:  https://confluence.atlassian.com/servicedeskcloud/configuring-email-notifications-1097176733.html