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Customer Portal Notifications

All notifications are enable.

Notifications not working as expected:

  • not all customers attached to issue are getting notifications
  • notifications are all enabled to send TO: Customer involved and Reporter 

 

Need help!!!

 

Thanks in advance!!!

1 answer

0 votes

Hi Yolanda,

Just for us to better understand and help you with this issue, can you please let us know how these tickets are being opened? Is it being created in the customer portal, email or through the + button in Jira?
Is it happening on all the tickets?
Is it happening to all customers?

Just for clarification, customers won't receive notification if:
- The request type is not set (it shows "No match").
- The reporter and the assignee is the same person.
- The assignee won't receive notification if they are also part of an organization.

This is just some examples, there are other things that may cause, so we need to understand how the tickets are being created and who are the customers that are not receiving notification.

Regards,
Angélica

Just for us to better understand and help you with this issue, can you please let us know how these tickets are being opened? Is it being created in the customer portal, email or through the + button in Jira?

Happening created in the customer portal.
Is it happening on all the tickets? YES
Is it happening to all customers? YES


Just for clarification, customers won't receive notification if:

- The request type is not set (it shows "No match").
- The reporter and the assignee is the same person.
- The assignee won't receive notification if they are also part of an organization.
This is just some examples, there are other things that may cause, so we need to understand how the tickets are being created and who are the customers that are not receiving notification.

Reporter and the customers within the organization not receiving notifications.

Example - If there's 5 customers in the organization, one of the users open ticket shares with other 4 users, they get notification when issue is created. They don't get the update notifications.  Is something not setup correctly?

Thanks

Hi Yolanda,

Thank you for the details.
When a member of an organization share the ticket with the rest of the organization, they receive the notification informing that it was shared and then they must click on "View request" and click on 'Get notifications" to receive the next updates about the ticket. If they don't do this, they won't receive any notification.

Screenshot 2019-04-10_11-26-28.png

Regards,
Angélica

We need to be able to set this option. You would not expect someone to view the request and enable notification for every request that is shared with them.

The default option should be to keep notifications on and let the customer decide if they want to disable it. Infact if you look at link in the above email, you provide them an option to turn off the notifications implying that notificiations are on by default.  But just before that link, you tell them that notifications are off by saying "select Get Notification to follow along"... 

Something is not right here. 

Like david_elger likes this

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