Reporter notifications on an issue created with an automation rule do not work

Question

Hello, I have encountered an issue with an automation in JSM where it has an assignee as a reporter and several participants, and none of them receive notifications, nor does the issue appear in their customer portal. What could be the cause?

All notifications are enabled, and with issues created by other clients, we set these other clients as participants, and they work correctly and can see the issues in their customer portal.

Igor Medeiros - Modus Create · Answer

Hi @Fco_ Javier Blanco González

If you are still looking for alternatives, our app Notification Assistant for Jira may be able to assist you with improving notification handling in Jira.

Feel free to reach out!

Joseph Chung Yin · Answer

@Fco_ Javier Blanco González -

Welcome to the community.  When you use automation rule to send custom emails to the assignee and participants via the "Send Mail" action, you need to make sure that your org is not blocking emails coming into your env from your JSM site.  Another thing will be ensure your custom email recipients don't have filtering setup in his/her email client app where JSM emails are being filtered out.

Those emails will never be posted in the portal UI, because in the JSM portal UI (once the issue is created), only public comments are being posted along with the status changes of the issue.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.