Notifications not working via email

Question

When a customer raises a ticket, they get the on screen confirmation, but no email.

The ticket is in the open queues but no notification is sent to the agent.

When the agent replies nothing is sent to the customer's email

Andrea Robbins · Answer

So first thing to check - is this happening to all customers or just some?

Is this customer an internal account (Atlassian account) or portal only account?

Is this user's domain managed, meaning it is a domain that is managed, and the organization has claimed that account?

If the user is NOT an internal Atlassian account with a managed domain where the organization has claimed that account, the user will have to consent to receiving notifications. Otherwise, they are not supposed to get any, so what you are experiencing is expected behavior.

If your customer not receiving notifications is a portal-only customer, if you go to site settings > Service collection > Portal-only accounts > you can see if the user has consented to notifications:

Do not worry if you see this, any time the customer or agent takes any sort of action that sends a notification under customer notifications, the customer will again get an email to consent to the notifications:

Shaik Riyaz · Answer

Hi @Iain Bowes_oou1j7,

In Customer Service Management (CSM), customer and agent emails are handled by two separate mechanisms

Customer emails (e.g., Request created, Public comment added) are driven by Customer Notifications.

Agent emails (e.g., Issue created) are driven by the project's Notification Scheme.

Because both customer notifications and agent notifications fail across all actions (ticket creation and agent replies), while on-screen confirmation and queue updates succeed, the failure is occurring at the global mail handler level, not within the project configuration.

When Outgoing Mail is disabled globally, Jira suppresses all outbound mail across both streams.

Exact Fix

Log in as a Jira Administrator.

* Go to > (Settings) > System.
* In the left navigation bar under the Mail section, select Outgoing Mail.
* Check the status—it will display:

Outgoing mail is disabled (along with the admin who disabled it and the timestamp).
* Click Enable Outgoing Mail.

Thanks!!

Iain Bowes_oou1j7 · Answer

Thanks Ajay

It is a team managed space.