Customers don't receive all of the mail notifications

[Dominik Kaźmierski]

Hello Atlassian Community!
I’m experiencing an issue with mail notifications sent to customers.

The only notification our customers receive is when they create a new ticket by sending an email.

After that, no further notifications are sent. I’ve tried adding watchers, changing statuses, adding comments, and mentioning the customer with @, but none of these actions trigger a mail notification.

The user can still send an email with the correct issue key, and it will be added as a comment.

Most of our customers are within our organization (same domain), but we also work with some external vendors. I’ve tested this issue primarily with a test account created on @outlook.com (only using emails, without logging into an Atlassian account or Help Center), and the same problem occurred for tickets created by customers within our domain.

I’ve followed all the steps in How to troubleshoot customer notifications in Jira Service Management Cloud | Jira | Atlassian Documentation, but they didn’t help:

All notifications are enabled.

No translations are missing.

Customers are added to the projects and to the jira-servicemanagement-customers group.

There’s nothing in the Customer Notification logs.

I also noticed that the test account doesn’t display its email address in the project (there’s no Atlassian account associated with this email address).

Any advice or insights would be greatly appreciated!

[Marc - Devoteam]

Hi @Dominik Kaźmierski 

On using the test account, there is no mail to be found in spam/junk?

Only the initial creation mail is there?

Can you show the mail config from this project?

[Dominik Kaźmierski]

Hello @Marc - Devoteam
Thank you for your answer!

There is nothing in spam/junk folder. Always only initial creation mail is being sent to the main folder.

Mail config:

Customer permissions:

Please let me know if you meant different config.

[Marc - Devoteam]

If you grant this group 'jira-servicemanagement-customers' the role Service Desk Customer

[Dominik Kaźmierski]

It is already there

[Marc - Devoteam]

Suggestion.

I you create a new JSM project and leave the settings default only set the customer permissions restricted and add the group as customers.

Do you get all emails?

If you do there is something with the project, then it would be best to contact Atlassian Support 

[John Funk]

Hi Dominik,

Let's start with a single use case. What you are doing that you expect the user to get an email for but they are not? Just one thing.

[Dominik Kaźmierski]

Hello @John Funk
Thank you for your response.

For instance, I would like the customer to receive an email notification whenever someone adds a comment to his ticket.

Currently it doesn't happen.

[John Funk]

Does that user get any emails from Atlassian at all? Are you sure the Comments are public comments and not private comments?