Jira Service Desk customer, doesn't receive email notifications for new comment. What is reason?

Hello support.

We have itpartner.atlassian.net Service portal. One of  our custommer - 'trz@econt.com' can not receive email notification when she in request participants. For example you can see service request SR-14202.

What is the reason for this issue?

 

Regards Plamen Dimitrov

3 answers

1 vote
Susan Hauth Community Champion Jul 27, 2017

Hi Plamen,

Two possible reasons that I could think of:

1. The user 'trz' has marked "do not receive notifications" on the Service request. 

2. In the Project Settings - Customer Notifications - Ensure that "Customers Involved" is in the "to" for notifcations. 

1 vote
Jack Brickey Community Champion Jul 27, 2017

Plamen, one thing to note here is that this is the Community (public) channel vs. support though at lot of good support occurs here. :-)

I mention this only because in practice you may not wish to share specific details like the service portal and customer's emails.

Thanks Jack,

You are right, I sent request on Atlassian suppot center.

 

Regards

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you