Email Notifications

[Jasun Aubert]

Hi Everyone,

I am in the process of setting up our Service Desk with Jira Service Management. Everything seems to be working as expected, except for email notifications. To be more specific, my users are receiving email notifications for ticket updates with tickets that were created using the web interface. However, they are not receiving ticket updates for tickets that were created via email. Essentially, our users will send an email to helpdesk@companyname.com. That email is then turned into a ticket via the email handler I created. That (mostly) works as expected. However, when I submit an update in that ticket, the end user is not receiving an email notification stating that the ticket was updated. I would have thought the emails would be coming from the same system. I cant seem to find anywhere logically to edit this. The Outgoing Mail option in the system settings just tells me that its enabled. Any help would be greatly appreciated!

[Jack Brickey]

Are these users Customers? If so please check the Customer notifications under project settings. Can you share your configuration?

[Jasun Aubert]

These users are internal employees. What is the best way to share the config?