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Email Notification from Customers


We have setup Service Request notification for customers via email. Yesterday one of our customers initiated Service Request. This SR is not appearing on our Dashboard, though we have received it on our email id

Kindly look into this and let us know the root cause.


1 answer

0 votes
Jack Community Leader Jul 21, 2021

Did the email result in the creation of an issue? Can you check the email log to see if there is an associated error (project settings > email requests and click on the log link). Is the from email a Customer in the project?


No, the email has not created any issue. Do we have to define customer in the project for email to appear in dashboard. We have only 1 project where all customers raise request and all such requests gets populated in the Dashboard.

Jack Community Leader Jul 21, 2021

An email doesn’t appear in the dashboard. I’m not exactly sure what you mean by dashboard here to be honest. Maybe you mean in your queues? In any event please check the logs as I mentioned. I suspect you will find that the issue was not created because the from address was not a pre-existing customer. Unless you open up your project to be open then you must’ve define the customers upfront.

You are correct, I mean queues. We are receiving emails of different customers in the queue. Can you explain how can I define project as "Open".

In fact, I checked the logs too. There is no error entry for the day (19th July 2021) when the request was created by the customer through email notification.

Jack Community Leader Jul 22, 2021

Do you indicated you check the logs and there was no error. Let me rewind here a second. I have to wonder if the issue was actually created. Can you check the following:

  1. For the customer that supposedly sent the email can you verify if they are in fact already a customer? You can do this by clicking on the customers in the sidebar and searching for that customer.
  2. If the customer exist let's go look and see if there any issues reported by that customer. Click into the search bar and then select advance search and enter the following JQL - project = xxx and reporter = cusomer-xxx. Obviously replace the xxx and customer-xxx.

I am wondering if your cues are defined in some manner that is excluding the customer and the actual issue was created as intended..


The Customer did sent an email on our id We can see it from the web mail.

Do we have to add customers?, We are using JIRA Service Management since almost 6 months now and have never added customer. Whats more, we are able to see their requests in the queue.

Jack Community Leader Jul 23, 2021

Can you share an mage of Customer Permissions under project settings? You don’t need to define the customer ahead of time if your project is public. Can you please check on my #2 request above, does the customer in question here actually have issues already reported?

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