User dosent get email notification when issue is created and/or resolved

[Erik Hedin]

Hi,

I am pretty new to the world of JIRA. 

I have created a ITSM project in Service management for our IT departement.
We have our domains verified and SSO activated. 
I am sending in issues from a test user and not the same user that is logged in to JIRA. 

Now to the problem. 

I was working on the design of the outgoing notifications/email when you create an issues.
All was working fine. A customer emailed in an issue and got at respone that the issue was created. When the issue was solved the customer got an email that the issue was solved.
Then all of a sudden JIRA stopped sending out notifications when issues was submited/sloved via email. The issue is created in JIRA and if a comment the issue from JIRA as a admin the comment gets sent to the customer. 


I backtracked to see what i had changed but i cant find the change that created this behavior. 

Outgoing email is activated.

When a go to and test in the "Notification helper" i get. 
Summary: Permission
Details; "XXXXX doesn't have permission to view 'Test 02' issue."

So to my question, what is the permission i need to change so that customers that send in issues by email gets notification that the issue is created and/or resolved? 

PS. Sorry for my broken English. 

BR Erik

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Erik Hedin ,

welcome to the Atlassian community!

Notifications are managed in two ways :

• Internal notification (email for internal users/agents) through the notification scheme https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/
• Customer notification (email for customers) thorugh https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

About comments, when you add a comment in JIRA you can choose if it is an internal comment or a comment shared with customer. Based on that choice an email will be sent or not to customer.

Hope this helps,

Fabio