We have an installation of Jira and ServiceDesk and we've created a request through the web portal of ServiceDesk as a customer. Then an agent comments on this issue (request).
I can see that the notification is triggered because we can see the outgoing mail in the outgoing mail queue. We've switched on logging and debug-logging for outgoing mail but nothing is shown regarding the customers email in the "atlassian-jira-outgoing-mail.log" file.
When the customer was created the email was sent successfully to the customer with invitation to create a password etc.
Also the notification helper says that this customer should get notification as long as the added comment is not done by him/her self. We've also checked that the customer has "notify me" enabled in profile settings.
What might be wrong?
Its hard to say as everything looks fine from the JIRA side. Did you investigate on the mail server? Is it actually sending the mail, after it is flushed from the JIRA queue? Since you are seeing the outgoing mail in the queue, I assume the settings are correct.
Can you also check on the customer end to see if the mail was marked as spam and was probably sent to a spam folder? Or rejected by the customer email server because of some rules?
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
...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...
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!
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