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Email Notification Issues

Bo Glenn I'm New Here Jun 30, 2020

We are evaluating JSD Cloud for our organization.  We will be using a paid plan but we are concerned about what we are seeing.  We see the described use cases as bare minimum functionality.

We are currently experiencing email notification issue with organizations and agents.  Here are the details:

Assumptions:

  • we are using default notification scheme that comes with JSD Cloud and have not made any changes
  • all members (organization and agents) have existing email addresses prior to sign up/account creation
  • test organization consists of two members (reporter (R) and second member (S))
  • support agent (A) is also an admin
  • R and S were switched to rule out issues with email servers/services

Use Case (steps to reproduce - shown in order of time sequence)

Use Case #1 -- all replies via email client

1) R sends email to Jira Service Cloud email ([domain].atlassian.net and issue is created

NOTE: A does not receive email indicating that issue has been created

2) R receives automation email and S receives notification email

3) S replies using email client, reply is added to Jira ticket, R receives email notification of reply

4) R replies using email client, reply is added to Jira ticket, S never receives email notification

Use Case #2 - replies via portal (continuation of Use Case # 1)

1) A replies via portal, R receives reply, S does not

2) S replies via portal, R receives reply, A receives reply

NOTE: this is the first time that A receives any email notification

3) R replies via portal, S does not receive reply, A receives reply

 

We require all members (A, R, S) to receive email notifications when applicable and do not understand why this is not working.  We are seeking support to resolve issues between the two use cases.  Thanks in advance for the support.

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
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Published in Jira Service Desk

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