Users with role "service desk customers" don't get an email when i write a new comment. When i change the role to "service desk team" they get emails but i don't know how to fix it.
Can someone explain me in a few steps how to check the settings?
Hmm, that's weird.
According to your screenshots and this users configuration, it should be fine.
I'll try to recap this all in my words what I understood and what I think is configured, that helps me thinking out loud and maybe you will see something that's different.
The Scenario is:
Your configuration is:
While writing this down, I noticed we did not have a look on the permissions.
Does the test-user have permission to see (Browse Project) the issues. Jira will only send notifications, if the user can see the issue. That might be the difference to the case when the user is in the admin group, as he can see the issue then.
Thank you for all the suggestions.
I am facing a different scenario here. My customers are all non Jira users.
So when they email me an issue, I am able to see the issue in the queue but when i try to reply to the customer in a comment, the customer is unable to receive an email from my end.
How can I fix this issue ?
Hi @Karl Weber,
I am not completly sure, but I think the problem is, that he is in the Customer Role.
The customers usally do not get "Jira standard notifications" but will get the "Jira Service Desk customer notifications" (don't know how to explain it in other words).
This way customers will only be notified, if a public comment is added.
Maybe you can try to add a public comment and see, if they get notified then.
Is there a reason, why this user should be in the customer role? It looks for me, as if it is just a jira user and not a customer in the way of JSD.
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