Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Users don't get Emails when writing a new comment

Hello,

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?

 

Thanks!

Karl

4 answers

1 accepted

0 votes
Answer accepted

I tried everything now, but i can't get JSD to send emails to a user. When i write a comment als Administrator i get an email notifcation but not the user. Is there a way to reset the JSD settings? I also created a new project... still the same.

The users even did not get notified when you add a public comment (respond to customer)?

Are the users licensed Jira Users or are they unlicensed customers?

No. At the moment the User don't get any notification. This is how the testuser is configurated at the moment.notification3.JPG

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:

  • Max Mustermann (MM) creates an issue and is by that the reporter of the issue.
  • Karl Weber is adding a comment
  • MM is NOT getting a notification 

Your configuration is:

  • MM can recieve emails, and does not have any email-rules, that moves or deletes incoming emails. There is no Spam-Filter (or spam-folder is checked for emails)
  • MM is an active user in the jira-servicedesk-user group
  • MM has permissions for the project (at least "Browse Project" and "Create Issue")
  • The notification scheme is configured that the Author is notified on "Issue Commented"
  • Outgoing Email is configured and your mailserver accepts emails from that sender

 

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.

Hello! Yes!!! This was the missing link! After setting this permission (Browse Project) the users get their notifications! 

 

Thanks a lot!

Hi @Karl Weber,

 

you are welcome, great to hear it works now.

Hi 

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,

Go to the project settings and modify the notification scheme.

Add the users individually or the whole group to the type of notification. 

Hi! I think it is set up correctly.... But still no Notification to the user:

notification2.JPG

 

notification.JPGnotification1.JPG

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.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

275 views 8 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you