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Service Desk Not Sending Notifications to Reporter

cns_jonathan

Hi all,

Currently, my Service Desk doesn't send any notifications to the reporter but I and any other ServiceDesk users receive the notification that an issue has been created.

I've checked the permissions scheme and notifying the reporter is enabled for each one.

Issue Created

Current Assignee
Group (Technology Service Delivery Staff)
Reporter

This issue doesn't seem to affect regular JIRA projects.

Does anyone have any ideas as to what the most likely culprit would be?

___________________________________________

EDIT: SOLUTION FINALLY FOUND

Okay, so I actually ended up giving up for a while because I was beginning to get overwhelmed with issues as the userbase began to come back from their Christmas holidays.

As someone else said, the fact that JIRA was creating duplicates was a "separate issue" which at the time, I believed. Nevertheless, that's what I tried to resolve first and then work on the communication being broken later.

I did a bunch of research and discovered that Jira Helpdesk has its own mail handler (I didn't know this as I didn't set it up). I always assumed it was configured with the rest of the JIRA mail handlers (Admin > System > Incoming Mail). Once I deleted the mail handler there, I only had the special ServiceDesk running in it which resolved the issue!

My theory is that the regular JIRA mail handler created the JIRA ticket first, followed by the ServiceDesk mail handler which is what created the clash.

Accepted answers

All comments

Patrick Cartier [Candylio]

Can you check for some exceptions in the logs?

Like in this answer here:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customers-not-receiving-outgoing-service-desk-notifications/qaq-p/739509

If you can't find anything there, please try these troubleshooting steps:

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-email-notifications-in-jira-service-desk-777026983.html

Jack Brickey

@cns_jonathan, Welcome to the Community. Please check the notifications configured for your Customers here - project > project settings > customer notifications. If the Reporter is a Customer then this is where you set up notifications for them

cns_jonathan

Hi @Jack Brickey,

Thanks for your response. It's all been set up there. The reporters are basically notified for almost all of the steps and yet they only seem to receive it when the status has been changed or the feedback has been marked resolved.

Things such as 'Issues created' or 'Issued commented' never seem to trigger a notification.

cns_jonathan

@Patrick Cartier [Candylio]

Thanks for your response. Firstly, I'd like to apologise if I don't make much sense or I'm being too vague, I'm not particularly familiar with this software (especially the backend).

I'm not particularly sure what logs they're talking about in the first link. I got the logs from atlassian-jira-outgoing-mail.log and "CTRL+F'd" for any exceptions but found none.

I went through that Troubleshooting list you mentioned and can't seem to find anything that's not been done.

One thing I'd like to add is that when an issue has been marked as resolved, customers do get notified.

Patrick Cartier [Candylio]

I'm assuming by notifications you mean emails?

If you can't find any exceptions then I would assume the outgoing mail server is working.

I would say check @Jack Brickey's response and look at the "customer notifications". It seems like you've already done that but just to be sure. Based on your response I think you might be looking in the wrong place.

Note that this is different from just "notifications"

cns_jonathan

Hi @Patrick Cartier [Candylio],

To get to the notifications that @Jack Brickey mentioned, I go to...
The project > project settings > notifications

https://imgur.com/a/uTmSLMb

I've uploaded a screenshot of what I'm talking about.

Thanks, J

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