Comment Added Notifications Issue Jira

[Eitzaz Haider]

I, as an agent (team member) in the Jira project, added a comment and want the customer to receive a notification for it. However, they are not getting any notifications for the service request of type "Request for Investigation." I checked the customer's notification settings, and everything appears to be in order. Could you please advise me on what might be going wrong?I have attached picture for your referenc. Thanks alot

[Salih Tuç · Accepted solution]

Hi @Eitzaz Haider , you can go to your service project and open "Customer notification logs" page, in order to trace if something went wrong while sending the email.

However, your problem is probably related with this ticket. By default, organization members are just seeing when the ticket is created. For other notifications, they need to be opt-in. By the way, please don't hesitate to upvote this ticket.

As an alternative, you can ask customers to opt-in to get notifications (or you can share the request with them, maybe with an automation). Or, you can use "@" sign and tag the corresponding customer, so that he/she can get notifications from the comment.

[Eitzaz Haider]

Hi @Salih Tuç ,

Thank you for your information. I checked the customer notification logs(all good), and it's quite frustrating that this feature isn't functioning, especially since it's set up correctly.

If this feature is still being developed or isn't functioning properly, then why is there an option to toggle it? I could implement automation to manage this, but I'm really curious about why it's not working when the feature is already available.

[Salih Tuç]

Actually, nothing wrong about Request Notifications since the emails are sending without a problem.

The issue here is that you are expecting to send notifications to the customers under an "Organisation" and this feature is not implemented right now for other actions except creation of ticket. It is not a problem, just the feature is not there yet.

Atlassian is working dynamically to improve -especially- Cloud environment. So, I think these features will be there as soon as possible. Just add vote to the ticket and wait for Atlassian team.

[Eitzaz Haider]

Thank you I am going to vote it and believe will find it soon. 

[Salih Tuç]

I hope so :) Please also accept the answer that provided in order to complete this thread.
Have a nice day!

[Eitzaz Haider]

The answer to this question for anyone reading it later is: "For now, implement automations to get your work done, as this feature is still in progress."

[Susan Waldrip]

Thanks @Eitzaz Haider for this follow-up info from Atlassian.