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customers do not receive notifications Edited

These are all the existing portals recently we did not made any changes.

Currently we are facing an issue when the issues updated or commented customers are not receiving the notifications.

The same customers receive notifications previously, from few days we are facing this issue


We are using JIRA Service Desk 3.14.0.

1 answer

0 votes

Hello @Qazi_rashid

Have you checked the project settings and customer notifications?

Also, have you checked the email logs?

Go to admin console(top right corner) -> Applications -> Jira service desk -> Email request's there you will see your service desks and their log.

Check if your mail handler works properly.

Also, check this documentation from Atlassian

BR, Olga

Hi Olga,

Thanks for the response.

We have multiple portals we using same email handler it is working fine for others they are receiving the notifications properly.

Even for these portals also it is working fine before, even for the same customers.

Now the issue from few days they raised the issue then the transitions moved and the comments updated no one is receiving the notification watchers, reporter and assignee.

We are using same notification schema for all the portals, even we compared the events for issue comment and issue update is also same(with working portals).

Logs also not getting generated for we check checked Profiling and outgoing mail are enabled.

Olga Videc Community Leader Oct 21, 2019

Hello Kunal, 

Thank you for the explanation.

Have you tried a notification helper?

  1. Choose:  Jira settings -> System
  2. Click Admin Helper -> Notification Helper.
  3. Enter the name of the user whose notification settings you want to check. Leave this blank for anonymous users.
  4. Enter the issue key of interest. For example, the issue about which the specified user isn't getting event email notifications.
  5. Select the notification event that you want to check for the user.
  6. Click Submit.

Hi Olga,

we tried a notification helper it is not showing any failed conditions.


Status is showing receives notifications for the 'Issue Commented' event.


but customers are complaining that they did not received any notification.


We are using the same notification scheme for all the portals this issue is for 4 portals only.

During our testing of JSD, we discovered that a customer was not sent a notification to join JSD after we had created her as a customer. The problem is intermittent. We tried to use notification helper but this requires an Issue to be selected. Since the customer is new to JSD, there are no Issues associated with the customer yet so we were not able to find any failed conditions. What can we do to troubleshoot notifications to join JSD?

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