We are using the SD functionality that creates a ticket from an email address.
Is there a way to set up an auto response email that would acknowledge that the customer's email was received and include the ticket number?
Thanks for the quick reply @Evgeniy Russkikh.
My Notification scheme is very simple,
1.When a Customer sends an email: they should get a reply as acknowledgments.
2.When we comment on the Share with Customer Tab, they should get a notification with the comments.
3. When we close the issue, they should get an email for the same.
There is one important moment:
by default, user who did the action will not recieve notification about it.
So if you are create issue and you are reporter, you will not get notification about that.
This can be changed in user's profile section. There is no way to change this setting for all users with comfortable way. I've found a workaround.
If you want my experience, we are using plugin JEMH which allows us to setup email setting VERY detailed. But its not free
You need to go to Loggin and profiling section in System configuration and enable Outgoing Mail log.
Then you should trigger your case (do action which have to send notification).
After that you found that notification didnt come, go to log file on your Jira server, located at:
<Your JIRA home directory>\log and open the file atlassian-jira-outgoing-mail.log with any text editor.
After deploying Service Desk back in January 2018, I have run into this issue about 3 times - where all email notifications to customers stop going out. After troubleshooting the issue with Atlassian, I found that a simple Jira restart fixed the issue. The next 2 times I went straight for a restart and fixed the issue both times.
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