Introducing Customer notification logs in Jira Service Management Cloud

[#1]

Update (02/01/2024): We have added all customer notification types to this feature. Now, administrators can view all customer notification failures under one tab. 

Thanks

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Hi Everyone,

We are excited to announce that we have rolled out Customer notifications log feature in Jira Service Management for all our customers. Project admins can use this feature to find out about undelivered customer notifications and their possible causes. This will make it possible for the project admins to have the visibility on the customer notifications of a project and have the means to understand the issue without reaching out to the support team. 

What is it?

If you navigate to the “Customer notification” page, you can view different customer notifications that are enabled for your project. Customer notifications are emails that notify customers about an invitation to join a project or updates on their requests. Sometimes, these notifications don't reach the customer's inbox due to various reasons.

Customer notification logs help project admins see which email notifications didn't get delivered and why. Admins can view all failed notifications in one place and take action to make sure customers receive notifications on time.

Hence, in order to provide visibility on undelivered notification that would enable project admins to remain on top of any notification failure, we have come up with a solution.

How does it work?

You will see a new tab named ‘Customer Notification Log’ in the left navigation menu . This new menu option will only be visible to Project Administrators.

To view failed customer invites, select the Customer invitations tab.

Each row in the table shows a failed notification. For each notification, you can view:

• Date and time - When the invite was sent. Currently, the data is only stored for 21 days.

• Recipient - The email address or name of the intended recipient.

• Details - The possible reason for the delivery failure.

To view failed notifications related to requests, select the Request notifications tab.

Each row in the table shows a failed notification. For each notification, you can view:

• Date and time - When the notification was sent following the completion of the action. Currently, the data is only stored for 21 days.

• Notification name - The name of the notification triggered.

• Recipient - The email address or name of the intended recipient.

• Issue key - The key for the issue where the action was performed.

• Details - The possible reason for the delivery failure.

If you have any questions or comments, you can comment below or email me directly at: msingh10@atlassian.com 

Best Regards,

Manpreet Singh

PM, Jira Service Management

[Alex Koxaras _Relational_]

Hi @Manpreet Singh 

A great great great addition this is! However it would be great if we could test it with more that 1 available notification. I mean, don't get me wrong, knowing if the invitation is sent out is great, but give us something additional to play and experiment with! :) 

[Kalin U]

We have the "Customer invite" notification disabled, so we'll contribute to the program when more types are available :)

[John Funk]

Looks exciting!

[Huw Evans]

We have user invites disabled, so it would be nice to have some more notification logging enabled so we can actually test. 

[Helen C]

This is great but agree would be good to get something more then customer invite as we are fairly stable and don't get a lot of these to test it out. Comments back to customers would be very helpful and give more material to test. 

But love it thanks 

Helen

[Jim Tolson]

I'm in the same boat, won't be able to do testing until more notification types are added. specifically when a tech replies to a customer on a ticket or @ mentions them on a ticket.

[Thorsten Letschert _Decadis AG_]

Looks neat. However, I +1 the other comments asking for additional events to do proper testing.

[Romy Meyers]

we don't even send out customer invites.

when can we expect to have support for all outgoing notifications? success and failure?

[Adam Kassoff]

it would be nice to have a log of the email action from automations as well 

[Romy Meyers]

Is the build out of this feature in progress or stalled. When can we expect to see logs for all outgoing customer notifications - success or failed? thanks!

[Romy Meyers]

Any update on the progress of supporting all outgoing emails and logging? When can we expect the full functionality? thanks

[Gareth Jones]

@Manpreet Singh This is a brilliant feature to have rolled out. Thanks to the product team!

Do you have any leads on when the expanded functionality is expected? Having the customer invites are useful, but being able to see a log of 'normal' notifications sent to customers would be extremely useful!

[Manpreet Singh]

Hey Everyone, 

I am excited to announce that we have added all customer notification types to this feature. Now, administrators can view all customer notification failures under one tab. 

Cheers!

[Dirk Ronsmans]

Nice! Now we can hopefully get some insight in some failed notifications :)

[Chris McCullough]

@Manpreet Singh what about outbound customer notification logs? We occasionally have complaints from customers that they didn't receive a notification for a response to their request ticket but I don't have anything in these logs to confirm what WAS sent, just failures.

Ideally, I would like to see another tab listing all successful notifications with a timestamp and a link to the Jira that triggered it so the service desk team has a confirmation. Even the message or an exportable email of the notification itself would be a good addition.

[Huw Evans]

FYI: https://jira.atlassian.com/browse/JSDCLOUD-4698

[Viktoryia K_]

.

[riseli]

Awesome that we finally get a log for request notifications. In order for it to be more manageble it would be awesome to see if the recipient was either the reporter or a request participant.
Furthermore the possibility to filter this list or make an export would make it more manageble as well.

[Nick Jones]

hi @Manpreet Singh - this thread is confusing notification failures with a log of all emails. Its the latter that it seems most people are keen on. The related ticket has been closed without completing the scope of work it defines https://jira.atlassian.com/browse/JSDCLOUD-4698 - that dismisses all the voting for that issue, which has a clearly defined scope quite different to what has been implemented so far. could we get that issue reopened, its incomplete and is still gathering interest? thanks.

[Daniel Sidler]

Second what @Nick Nick says. Why not do it properly and let us see a log of all sent emails? How hard can it be?

[Matt Russell]

4698 clearly stated viewing all outgoing messages and that is not what this shows.  What is the new issue number that we all will need to go vote for and watch for the next 6 years?

[Karsten Markmann]

Thank for this feature. What we really need though is the possibility to see entire mail flow of any mail. E.g. in automation we use the send email functionality and get a message like this:

Successfully sent email for issues (with message ids):

PROJECTID-1883 (8731d45e-a737-xxxx-yyyy-e51d574e3zzz) 

Using this Message ID to get a complete mail delivery report would be nice, as we have several customers and users complaining about missing notifications. We need somehow to prove that the receiving email system actually has received the email.

Is there any way already now to use this ID anywhere that I might have missed?

Thanks.