Share with customer feature

[Paige Lorenz]

Hello There,

I have an issue I am trying to resolve. When I am on a ticket, if I try to "Share with customer" it does not send them a notification. Is there a way to enable this feature so that the customer will get an email if someone responds?

[Manon Soubies-Camy]

Hi @Paige Lorenz and welcome to Community!

Are you a project admin? If so, can you check in Project settings > Customer notifications if Public comment added is enabled?

- Manon

[Paige Lorenz]

Hello Manon,

Thanks for getting back to me!

It states that this feature is already enabled as per below:

[Trudy Claspill]

Hello @Paige Lorenz 

There is an Audit Log link next to that notification setting. Have you clicked that to see if it provided additional information?

Have your customers confirmed the email is not getting filtered out by their email servers, or automatically sent to a Junk or Spam folder?

[Paige Lorenz]

Hmm, I don't see that audit log link. Could you send me an example of what it looks like?

Yes, I tested the theory out with a different email address. I also looked in my junk mail and found nothing. 

Many Thanks,

Paige

[Trudy Claspill]

Oh, sorry, I was looking at the image posted by @Manon Soubies-Camy 

Is your service desk project of the Classic or Next Gen project type?

[Paige Lorenz]

I tried checking, and I cant figure out if its Classic or Next Gen. 

[Trudy Claspill]

If it is Next Gen it will say so in the bottom of the navigation pane on the left.

If it does not, then you are running a Classic project.

https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-tell-if-im-in-a-classic-and-next-gen-project/

[Paige Lorenz]

Ahh I see, so I am in a classic project then.

[Trudy Claspill]

Take a look at this troubleshooting article and see if it helps.

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

[Paige Lorenz]

I checked out the article and tried troubleshooting this issue for an hour. Still no luck :(

[Trudy Claspill]

Walk us through the steps from the article and what you found for each one.