Customers not receiving notification on request raised via JIRA Service Management

[Csilla Gocze]

Hi,

I have been struggling with the fact that the service management tool is not working properly for me:

• customers (reporters and participants)  are not receiving any updates from the tickets
• employees are not receiving updates on the tickets regardless they are assignees or participants.
• Tested with my private email addresses (being reporter, assignee) and that works, but when I use it with real customers, it is not.

Checked all settings, all should be according to the books.

Does anyone have any idea what could be wrong?

Thanks a lot! 

[Carlos Faddul]

@Csilla Gocze

If you used the "Notification Helper" and it shows that the notification is being sent.

Or didn't your company's infrastructure team put some filtering policy on corporate emails?

If not, one option is to contact Atlassian support and ask to see the Bounce List of Emails (they usually respond and resolve quickly when that's it)