Issue type / Request type -> Outgoing Email

[Maximilien Borgeat]

Hello,

In our Jira platform, we use "request types" for customer-created requests. For these request types, no problem for email notifications to customers.
On the other hand, internally when we create a request for a customer directly, we use a "issue types". And there,  no email notification arrives to the client (creation, public comment, closing...).
So my question: where are the configuration in Jira for the notifications for the "issue type", and the notifications for the "request type" configured? I feel like both are configuring in the same place, yet the behavior is different between the two.

(Sorry for my english, it's not my native language)

[Rilwan Ahmed · Accepted solution]

@Maximilien Borgeat 

1. You can see "request types" notifications under project settings--> Customer notifications. 
   i.e. https://<baseURL>/servicedesk/admin/<projectKey>/customer-notifications 
2. For notifications under "Issue types", you need to first create notification scheme and then assign to the project.
   https://confluence.atlassian.com/adminjiraserver/creating-a-notification-scheme-938847330.html#:~:text=Choose%20Administration%20(%20)%20%3E%20Issues.,copy%20an%20existing%20notification%20scheme. 
    

[Maximilien Borgeat]

Hello Rilwan,

Yeah, i've already configure the notification for request type, and it's work :

For "Issue type", my STMP server is configured and works :

And for my project the default notification scheme is applied. This default scheme seems inclued notification for Reporter no ? :

I don't understand what I'm doing wrong in the configuration?

Thanks a lot for your help.

Max

[Rilwan Ahmed]

1. In the system --> outgoing mail, send a test mail to your account and see what is the message
   <baseURL>/secure/admin/OutgoingMailServers.jspa
   Enable SMTP logging while sending email. See what is there in logs. 
   
   
   
   
2. Check for pending emails in Mail queue
   <baseURL>/secure/admin/MailQueueAdmin!default.jspa

[Maximilien Borgeat]

Hello,

I don't have this functionnality on this page :

[Rilwan Ahmed]

are you using jira cloud or Server/DC ?

[Maximilien Borgeat]

Jira Cloud, it's in the request ;)

[Rilwan Ahmed]

Better to raise request with Atlassian support

https://support.atlassian.com/contact/ 

[Maximilien Borgeat]

Ok, if someone have another idea, with pleasure :)

I will contact support