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

Emails not being sent to customers ONLY

Gustavo Brigo Dec 12, 2017

Hi there,

We followed all instructions to enable service desk notifications and set the TO fields to Reportes and Customers Involved.

We have a working SMTP server (JIRA Emails are being sent).

Just the notifications to our customers in Service Desk are not being sent. We activate the debug log as well and we are not able to see any type of activity when a issue is opened or a comment added. Just the entries to Jira Agents mail.




1 answer

0 votes
Andrew Heinzer Atlassian Team Dec 12, 2017

Hi Gustavo,

Could you let me know what version of Service Desk you are running?  If this is Server then this should have a version number such as 2.5.x up through 3.9.1.  

If this is Cloud, then you won't have a version number per se, but that still helps us to understand your platform better.

If you're running the latest server version of 3.9.0, there is a known bug that might be causing this behavior in

But this bug is known to generate a very specific error in the logs of Jira at the time this happens.  I'm not sure if this applies to you yet or not without seeing your logs from this instance.

Is this a new installation?   or when did this problem start?   I am curious to learn more about this problem so that we can help troubleshoot this.




Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

906 views 9 15
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