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Customer notifications when tickets

Cristiana Pereira
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June 26, 2023

Hi,

 

In our project tickets are being created by email and the request person could add people in CC. In this scenario, all these intervenients should be receiving notifications when a coment is added to the ticket or when the status is updated.

 

We have situation where the process described above is working but is failing sometimes.

 

In the Customer notifications we have already enabled all the notifications.

 

The only error that we are receiving it's being presented in the configuration of the Email requests. We don't know if it's related but when we check the logs  we have communications rejected:

  • Details: Sent from within the project
  • From: jira
  • By handler Jira mail loop filter

Is it related? What does this mean? What we need to do?

 

Thanks in advance.

1 answer

0 votes
Brant Schroeder
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 12, 2023

@Cristiana Pereira Welcome to the Atlassian community

Here is a KB on mail loops.  I don't think this is the issue.  I would suggest checking your customer permissions and making sure the service desk is open to everyone if not it will only send to customers that you have added.  https://confluence.atlassian.com/jirakb/how-to-solve-jira-service-management-mail-loops-720411603.html 

Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 21, 2024

@Cristiana Pereira can you accept this to help others?

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