Configure so E-mail sent when a support task is created

[Larry Morroni]

Hello,

Here is our scenario:

-  Client emails a team member directly with a support request.

-  A member of our team goes into Jira HelpDesk and manually creates the ticket, setting the customer as the reporter

-  Ticket is worked on and gets closed

In our system, the customer never receives an email notification regarding the task.  We would like the customer to receive a notification when the ticket is opened/closed.

Larry

[Jack Brickey · Accepted solution]

@Larry Morroni, there are a number of threads on similar issues. Have a look at this one as it covers the most common reasons. LMK if that doesn't get you there?

[Larry Morroni]

Jack.

Thanks for pointing me.  That thread answered my questions.  I decided to use the "Raise Request on Behalf" approach and it works great.

Larry

[Raynard Rhodes]

Hey,

In project settings you can locate "Customer Notification" one of those will be "Request Created" You can see if it is disabled or not.

Also in the project settings area you can find "Notification" at the bottom. Of these events will be "Issue Created" check to see if "Reporter" receives notifications when an issue is created.

[Larry Morroni]

I went in and confirmed these settings.  They all look as they should and reporter is set to receive notifications on issue created.  I even ran the notification helper and it shows that the user should be receiving email.  However, they are not.  Our system has no problems sending emails for many other tasks.  Is there anywhere else to look to see what may be causing this issue?

Thank You,

Larry