Service Desk Customers mail loss when new event happen

[johnsonchiang]

Hello Supporter

   We have a question. We already add RD1 in 人員 as below figure but RD1 sometimes cannot get mail when new event happen (customer new ticket request or new customer feedback). Could you tell me how to solve this problem?

[Bruna Silva]

Hello @johnsonchiang,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that, as mentioned in this document, there are two types of notifications in service projects: customer notifications and internal notifications.

Customer notifications can be found by following the steps below:

• For Company-managed projects: Project settings > Customer notifications.
• For Team-managed projects: Project settings > Notifications > Customer notifications.

Internal notifications can be found by following the steps below:

• For Company-managed projects: Project settings > Notifications.
• For Team-managed projects: Project settings > Notifications > Internal notifications.

Therefore, if you want to notify your team members, it's necessary to configure the Internal notifications according to your use case.

If you have any other questions regarding this matter, please let us know.

Regards,
Bruna

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[johnsonchiang]

Hello Bruna

    Thanks for your feedback. 

    I have another question about Internal notifications. We found Internal notifications (by mail) loss in some Jira tickets but work well in other Jira ticket for some mail group. Our IT also confirm this situation in our microsoft mail server. Could you help for this issue?

Thanks!

[Bruna Silva]

Hey @johnsonchiang

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. 

You should have received an email notification confirming this. :)

[johnsonchiang]

Hello  Bruna

   Thanks! Yes, I received an email notification confirming this.