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Issue whith customer mailing with the comment on closing 3.9.1


on our Jira ServiceDesk, we have parametered automatic mail on comment and disabled automatic mail on close.

Before the maj, it worked.

But now if we maintain disabled close mail. our customer does not reveiving comment mail on close. We have to activate this.


Can i have an hint or resolve for that ?



1 answer

0 votes

Hi Benjamin,


Correct me if I'm wrong here, the problem is your JIRA Service Desk customers are not getting the notification email for Issue Closed?

If yes, then there is a couple of things we can check over here:

  1. There is a Default rule under Customer Notification for the project called Request resolved which is the one that will notify the user when the resolution of the issue has been set. Please check if this is Enabled.
  2. If that is Enabled, then please check if you are setting the Resolution of the issue when you close the issue.
  3. Can I know if the Agents are getting notified when the issue is closed?

Best Regards, 

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