Customer On Boarding Email Issue

[David Rome]

Hi

We have an issue I wonder if someone could help us with. We are preparing to launch a number of Service Desks (we are using Cloud) and are having issues triggering the Customer Notification that invites a new user to complete sign-up.

The projects are set up with Customer Permissions  = Anyone can send a request without logging in. Indeed the following works fine:

• When a new customer submits a ticket, the ticket is created
• Jira will create a new Customer account as part of the process
• The new customer gets our "We're on it" receipt email.

All good so far!

We have the Customer Notification titled "Customer Invited" enabled. 

• What we hope happens is that this new customer gets the "complete your sign up" email
• But nothing gets sent
• We appreciate the notification suggests in it's title that this might only be triggered when WE invite them but with 1000's expected we obviously hope Jira would fire it automatically.

We've been searching around to try and work out what we are doing wrong. One concern was that we'd updated something somewhere on one project to stop the email going, but it's (not) happening on all our projects so assume this issue lies elsewhere.

Can anyone help?

[Jack Brickey]

Hi @David Rome and welcome to the Community. On the surface things seem ok and therefore should be resulting in the invitation email. A couple of thoughts/questions:

1. are you seeing the new users being added?
2. if you make a public comment on their first ticket do they get a notification?
3. are you sure the email isn't "sent"? Is it possible that it is sent but winds up in their spam/junk folder? Check w/ IT to see if the email was actually issued.
4. are you seeing outgoing emails for existing customers when public comments or transition to closed is occurring? 

[David Rome]

Thanks for the reply. Will check with test users to see if things are going to Junk but to answer your points:

1. are you seeing the new users being added? Yes that works a treat
2. if you make a public comment on their first ticket do they get a notification? Yes that works a treat
3. are you sure the email isn't "sent"? Is it possible that it is sent but winds up in their spam/junk folder? Check w/ IT to see if the email was actually issued. Will do
4. are you seeing outgoing emails for existing customers when public comments or transition to closed is occurring? Yes that works a treat