Hi all, i have a problem with notifications.
When a customer creates an issue, he is not notificated, despite i have al the settings ok.
Also I made a test with the notifications inspector, but it says that´s ok
I would like to know what another settings do i have to check.
Hi @Heike Krüger, I would like to share another related issue about notifications.
Keeping the notifications settings above, After I change the issue type using "moving issue type option":
Notifications about status updating are not sent (I suppouse could be probably about the incompatibility betwen workflows from an issue type to another).
However if I make a comment or give a resolution to that issue, those notifications are sent to the reporter.
Hi @Guillermo Rosas,
okay. I was just a bit confused why you change this via the move option. I use this option to move the hole issue in another projekt. If I only want to change the type I just click on it and choose another one ;)
Nevertheless, without changing the project your notifications should still work as before. So only the notifications about a new status are missing, right?
Have you changed the names of the statuses visible for the customer in the portal
(under "project settings" - "request types" - "edit fields" of the now used request type - tab "workflow statuses")?
My apologies to not respond before,
Yes, I have checked all visible statuses and that is ok.
I have made a lot of tests (without moving Issue type yet, I mean keeping the same issue type), I realized sometimes customers are notificated, sometimes are not, sometimes are notificated twice (keeping the same notification settings, considering visible and not visible statuses).
For instance I will show some cases (all those cases followed the same treatment with the same notification settings):
Case 1: The reporter did not receive notification of the change the status to "solved", neither the resolution notification
Case 2: I only received 1 notification :(, despite I updated all the statuses (the are 4 statuses that the customer can see, also I gave it a resolution "solved" that is no notificated).
Case 3: I received a duplicate notification "resolving"
I have more cases, I could think that is not a notification settings matter, because those cases had diferent behavior in the same treatment and settings conditions. I dont know what another feature could change those results.
Hi @Guillermo Rosas,
okaaay.. hmm. I had an issue with one agent not recieving all but some notifications, too. The problem was, that he was an agent set to the service desk team AND customer role in the particular project. This caused a conflict between the two roles and the different notifications recieved by customers and agents. Maybe this could be another hint for you but this looks quite more complicated than the issue I had.
Otherwise I am out of ideas. I would advise you to open a new question in the community forum. There might be someone else who knows about this issue and could help you with that immediately.
Best regards and good luck! ;)
Finally, I solved my problem!!
I contacted support and they told me this is a bug in 3.9 version with a dark feature that makes SLA indexing faster, so there are two ways to fix that:
1. Disabling that feature following those steps:
1.1. navigate to $JIRAURL /secure/SiteDarkFeatures!default.jspa you will need to be a Jira system administrator to reach this page
1.2. remove the feature flag: "sd.internal.base.off.thread.on.completion.events.enabled"
or 2. Upgrading to 3.9.2 or the latest version available (3.10.1)
I followed the first recomendation and solved all notifications issues (duplicated, triplicated, not sent, not sent after changing issue type).
@Heike Krüger thank you so much for the support at all times, this experience has made me know servicedesk much better :)
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