Notifications not being sent to non-portal customers

Question

Non-portal customers (Reporter) are not receiving e-mails when a ticket is re-opened or a customer event is fired in post, despite 'Notification Helper' showing that they should receive a notification.

How can I go about troubleshooting this issue?

Thanks!

Andy Heinzer · Answer

Hi Tyler,

I don't understand what you mean by 'non-portal customers'.  Do you mean customer portal?  Or the main Jira login that Jira Core and administrators utilize?   In Service Desk, everyone should have access to the customer portal if they have an account in Jira.   Unless the service desk project is restricted to a certain subset of accounts, any active account in Jira has access to create issues in a service desk.

Also with Service Desk, there are two different possible ways notifications can be sent out.   I would recommend taking a look at Jira Service Desk notifications explanation to better understand the different notification types.  This will be helpful just to first clarify exactly what kind of notification you are expecting to see here.

If the users in question are Jira Core/Jira Software/Jira Service Desk Agents, then these users are not expected to receive a service desk notification, but instead their notifications are determined by the project notification scheme.

But if your user in question is only a Service Desk customer, those users cannot received the standard project notifications, they can only receive Service Desk notifications.  Also it is a known issue that the notification helper is not able to determine if Service Desk notifications are expected to be sent out or not.  There is also a feature request to implement this in the notification helper in https://jira.atlassian.com/browse/JRASERVER-41393

The role of the user in question would determine what next steps to take:

If a service desk customer role only:

Please follow the steps in How to Troubleshoot email notifications in JIRA Service Desk

If any other user type in Jira (Jira core, Jira software, or Jira service desk Agent):

It is probably better to follow this guide:  Notification Troubleshooting.

Each of these guides will provide some next steps to take in order to gather more information on this problem.

Regards,
Andy

Susan Hauth _Jira Queen_ · Answer

Hi Tyler,

This is service desk right?  So a reporter is a portal customer, not sure what you mean by your first statement.

When you say notification do you mean a notification from Service Desk or from the JIRA notifications.  Those are two different things.

If you can provide a little more information or background we can help you out.

Thanks