Sending requests by email: Issue is created but confirmation email is not sent

Hi all,

My customers can send requests solely via email. The opening is currently working (issues are correctly created) but no confirmation request (with details of the issue and the portal link) is received.

 

Have you ever faced a similar issue? How to solve that?

 

Thank you

1 answer

1 accepted

2 votes
Accepted answer
Jeremy Atlassian Community Champion Nov 17, 2017

Dear Arc,

Have you checked out the following documentation page?

https://confluence.atlassian.com/servicedeskserver031/managing-service-desk-notifications-802164756.html

You can configure the notifications for Jira Service Desk on the following levels;

  • the request is created
  • a comment is added to the request
  • another participant is added to the request
  • the request is resolved with a set resolution field
  • the request is reopened with a cleared resolution field

thank you! 

Jeremy Atlassian Community Champion Nov 17, 2017

Dear Arc,

No problem! :-). You could also check if your outgoing mail is functioning properly, should the configuration be set.

Friendly Regards,

Jeremy Mooiman

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Friday in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...

151 views 0 8
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