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How to get notification emails for requester replies and comments?

John Q

We just bought Jira and out of the box it seems all very basic with no features such as e-mail notifications.

Since I am not the Admin to this, assuming you need to be one to turn it on, what are the steps to turning on e-mail notifications for 1.) end-user/requester comments made on existing requests and 2.) new tickets, so that I can provide them to our Admin to hopefully "enable".

E-mail notifications/alerts would be great because since SLAs are important, it would help to know when a comment has been added to a request. Rather than arbitrarily stopping mid-tasks to go refresh 30 different individual cases. This really should be something on by default instead of imposing this dreaded process on helpdesk employees to be without it "out of the box".

Accepted answers

Tom Lister_fo1j4e

Hi @John Q

Welcome to the learning curve!

By out of the box, have you set any configuration yet?

To send email, you need the outgoing email details configured.

https://confluence.atlassian.com/adminjiraserver073/configuring-an-smtp-mail-server-to-send-notifications-947188061.html

Then you can look at notifications

https://confluence.atlassian.com/adminjiraserver073/configuring-email-notifications-861253776.html

The basic settings will send to reporter, watchers and current assignee so you will need to customise to notify other users.

Check the docs and come back with more questions.

All comments

Tom Lister_fo1j4e

Hi @John Q

Welcome to the learning curve!

By out of the box, have you set any configuration yet?

To send email, you need the outgoing email details configured.

https://confluence.atlassian.com/adminjiraserver073/configuring-an-smtp-mail-server-to-send-notifications-947188061.html

Then you can look at notifications

https://confluence.atlassian.com/adminjiraserver073/configuring-email-notifications-861253776.html

The basic settings will send to reporter, watchers and current assignee so you will need to customise to notify other users.

Check the docs and come back with more questions.

John Q

Thanks, I'll pass that on.

That's unfortunate it Requires JIRA System Administrators global permission and you can't just have local Project admins with control over how their Projects work.

It seems like Projects are supposed to be silo'd (see moving/transferring requests) until it comes to quality of life things like this, then they're all conflated.

John Q

Provided the steps/article to our Jira admin, but whatever they did ended up turning on e-mail notifications for all new requests of all projects to all project members.

I'm assuming something wasn't done right, and I really wish Jira would empower Project members to have their own local admins.

This would be like requiring Exchange Administrator role to allow someone to turn on Inbox rules in Outlook.

Tom Lister_fo1j4e

Yes - it can be a bit much at first. I don't use cloud but I think you can have project level admins there.

Once the email config is set up JIRA will start sending emails according to your projects notification scheme.

By default, this will send to users reporter, watchers and current assignee fro every event by default.

Again you'll need to get an admin to show you what's currently configured :-(

You will need to evaluate what you want to happen and configure accordingly. In my experience, no-one wants a blow by blow update on every jira issue change.

When you get more comfortable with Jira, you can look into creating your own custom events and notifications in the workflow.