Internal Customer Email Notification

[Patryk Mucha]

I am attempting to use the role Service Desk Customer for a group in a Feedback project. My goal is to have the users in the group be able to submit tickets and be notified in Jira and via Email if the status on their ticket is updated or commented on.

The notification settings in the project seem to be set up correctly, but users in the group still do not receive notifications. I updated the role of one user to Service Desk Team, and that user was able to receive notifications from the project. The problem is that users in that group have too much access to the project.

I used the System Notification Helper and users in the role 'don't have permission to view issue'.

Does this have something to do with a JSM Customer Access setting, using Internal Customers and Approved Domains?

Thank you!

[Ajay _view26_ · Accepted solution]

Hi @Patryk Mucha 

Can you check out the troubleshooting guide from Atlassian support

- https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html

Cheers

Ajay

[Igor Medeiros - Modus Create]

Hi @Patryk Mucha ,

If you are looking for alternatives, our app Notification Assistant for Jira can help you by providing fully customizable notification rules, templates, and much more.

Feel free to reach out.