I am using Service Desk Cloud and enabled the notification called 'Public comment edited' with the value 'Customers involved' at the field 'To'.
When I sent myself a test-email from this settings-page it works fine: E-mail arrives.
But whenever I add a comment to an issue with a 'request participant', this e-mail will not be send unfortunately.
Can you tell me why this could not be working?
Hey - has the customer opted out for notifications on this request? https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html
Cheers
Christoph
HI Christoph,
Not as far as I know. I tested it with one of my own addresses as well. Can I check this somewhere to be sure?
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Hi Sjoerd,
Only by asking them or even looking at their view of the request I guess... Do other notifications you have configured work?
Cheers
Christoph
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I have discovered now that there is nothing wrong with the notification.
Something really strange is going on with my e-mail. Those notification arrive in my mailbox (Exchange-server) but after a seconds the mail disappears completely (Yes I checked all folders and rules).
Thats a problem of a complete different order.
Thanks anyway for your help.
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You're welcome and thanks for sharing!
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Too bad... :-/
The problem does still exist. It looks like other people don't receive the custom notifications.
Can I check somewhere if Jira creates a mail. Some kind of logging?
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I do now, but I don't see how it helps me.
(I am using the cloud service...)
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Then I suggest addressing the Atlassian support...
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Ok, thanks.
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