See Out Going Email Logs

[David Lortal]

I sent a reply to a customer on a JSM support ticket and they never received the replay. I want to check if the email was sent and if the issue was with JSM or the email on the client side.

The reply was long and included a table of data and also an Excel attachment - not sure if this would have affected the sending.

Is there a log of outgoing emails form JSM I can review - I can easily find an incoming log.

[Adolfo Casari]

@David Lortaldid you use an email client to send the reply? The logs mentioned in @Ingo Volkhausen post are for JSM generated notifications only.

[David Lortal]

I replied to the support ticket using a comment. This triggers an email to the client with the message in the comment but it seems on one occasion the client did not receive which led to a delay in communication. I want to check if the email was not sent by JSM or if it was an issue on the client end.

I want to see a list of all emails sent by JSM to my customers which a delivered/failed status. Is this possible?

[Ingo Volkhausen]

Hi David,

Please check the "Customer Notification Logs" under the Project Settings menu. You will find a link there that explains some of the main issues as well (pops up on the right site).

Introducing Customer notification logs in Jira Ser... - Atlassian Community

I believe Tansu is referring to handling incoming items.

[David Lortal]

Thanks Ingo, my understanding was that this section just applied to invitations sent to customers to join the system?

Ideally I want to see a list of all emails sent by JSM to my customers which a delivered/failed status. Is this possible?

[Tansu Akdeniz]

Hi @David Lortal 

Welcome to the community.

Please check About email logs in Jira Service Management page.

[David Lortal]

Thanks for your reply.  The instructions leads me to inbound emails. I want to see the same list but for outbound emails: