How to get email notification when customer raises requests

[manju ONQU]

Hi,

I have a JSD project and added a customer to it. How can I get an email alert when a customer raises a request via the portal? Is there an option to add other emails also to receive the notifications?

[Alex Koxaras _Relational_]

Hi @manju ONQU and welcome to the community!

I'll start from your last question:

• No there isn't a way, out of the box to do that. You could use an app to do that but you have to setup your workflow accordingly.
• Concerning your first question, JSM project usually are setup in such a way so as to notify the assignee and the watchers (from the agent's side). You can add more roles or groups to the project's notification scheme, in order to expand your notifications. Learn more here: https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

[manju ONQU]

Many thanks for the response, Alex.
I changed the notification scheme. I am also the site administrator.

However, I am still not getting an email notification when a customer creates an issue via the portal.

Do you think this has anything to do with the Email service provider?

[Alex Koxaras _Relational_]

@manju ONQU 

Use the notification helper to see if you are eligible to be notified. If not, then you have to adjust your notification scheme.

If you are eligible to receive notifications and you don't then make sure that you receive emails from your provider. If you do, then it's an Atlassian issue. But first of all user the notification helper.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[manju ONQU]

Hi Alex,

Thanks for your help.

I contacted Atlassian support and they resolved it. Apparently, my email was part of the bounce/suppression list. That's why I wasn't getting any JIRA email notifications. 
But it's all good now.

[Alex Koxaras _Relational_]

Glad it was resolved!

[Hamza Chundrigar]

Hi @manju ONQU 

Welcome to the Atlassian community!

Here’s an article that provides more details on what notifications do your customers and teams receive.

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Regardless of whether someone is a customer, agent, or admin, they will receive customer notifications if they:

• Raise a request
• Are added to the Reporter, Approver, or Request participant field on a request
• Belong to an organization that has allowed customers to share requests with each other, and have a request shared with them
• Are a customer (not an agent or admin) and they post a public comment on a request

Customers can turn notifications on or off from the request view in the portal. Even if a customer turns off notifications for a request, they will still receive notifications:

• When the request is resolved
• If they are added to the Approver field and their approval is required