Customers of Jira Service while also being Jira users

Question

We are using Jira to manage our projects. We have 15 employees, each one being a Jira user.

We created a Jira Service project with IT Service Management model to manage internal requests of password change, new account creation, incident reporting, etc.

We want our 15 employees to be able to submit a request in that project via the customer portal and via the email we setup for this project.

It's working: employees can send emails and create ticket via the customer portal. When they do, they receive a confirmation email notification.

However, when a Service Desk Team member add a reply to customer, this customer (our employee), does not receive any email notification.

We did a test with a customer which email address is not associated with any Jira users and this customer do receive all the proper email notifications.

It's like internal customers with Jira accounts are confused with their respective Jira user account and are not receiving email notification because their Jira user account is set to not receive email notification.

Perhaps my assumption is wrong and there is something else we did not properly set ? However we are using Service Management in another project with actual external customers and never had any email notification problem.

Any idea what might be going on ?

Thanks!

Walter Buggenhout · Answer

Hi @Marc-André Lanciault,

There can be a conflict when your internal users also have an agent license to JSM. As explained in this support article, your internal notification scheme takes precedence over the normal customer notifications for users with a double role.

So, first of all it is definitely worth having a look if your internal users need that double role in your project (if this is what is happening), and if so, have a look at the notification scheme of your project to make sure internal notifications are being sent out to the right people there as well.

Hope this helps!

Marcelo Ulloa · Answer

Hello

First check how notifications are configured in your project Project setting > Notifications.

It may be what you say, but check from the beginning first to begin to rule out what could be failing.