On Jira Service Manager Cloud Free and not getting emails for incident updates

Question

Trying to potentially switch to Jira but in testing here I have noticed while I can email the @atlassian.net email and it will add and update incidents correctly, but it won't send any updates back to the person who submitted the issue. I can send test emails just fine from the portal but I have not been able to get anything working. I have tried to check all the email settings I could find, even currently trying to add my own email domain (which is not detecting the bounces record) but I have not been able to get it to work.

Igor Medeiros - Modus Create · Answer

Hi @Wyatt Determan

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario.

It allows you to customize and manage notifications in a way that suits your company's custom needs, including, but not limited to creating custom notification rules, notifying on your own changes, and more.

Feel free to reach out.

Lucas Modzelewski _Lumo_ · Answer

Also if you are testing with the same user (agent and customer) - those are considered own changes, and by default Jira doesn't send notification on own changes.

Mark Higgins · Answer

Hi @Wyatt Determan

Welcome to the Community and we do hope you make the choice to stay .

My understanding is that you are able to create tickets, via email, but when an 'agent' updates the ticket with a Reply to Customer, the Reporter is not receiving those replies.

In the Project Settings .> Customer Notifications, are the Notifications on?

If they are, which is the default, then you could look at you own personal notifications which is now located by clicking your avatar on the top right.

Let me know how you go.

Cheers

Mark