Customer notifications not being received

[Dorothy Callahan]

Hi all

Italics are updates to original question.

Customers are not receiving Jira notifications when request submitted through portal and not when "Reply to Customer" comment is added to issue.  What setting am I missing?  Second image is what the issue notifications default to when issue opened by creator.

Question:  If I set up an automated notification to admins when issue status changes, that doesn't override any of these settings correct?

[Trudy Claspill]

Have you confirmed that there is a valid email address associated with the customer submitting the issue? And that it is the correct email address?

Does this affect every single customer and every single request?

Are the customers all in one email domain or are multiple email domains involved?

Have you confirmed with the customer that the email is not ending up in the Spam/Junk email folder of their email client?

Have you checked with the customer to see if their email service might be blocking the emails?