Jira Notification Automation For Customers

[Eitzaz Haider]

Dear All,

I've encountered a frustrating issue with the Jira notification system. I set up an automation to send an email to all customers when the ticket status changes to "done" or "closed." The automation log and notification logs indicate that everything is functioning correctly, yet the customers are not receiving any notifications.

I have customers organized under an organization and also tested with customers without organization. I'm unsure what the problem might be. I've attached pictures for your reference and would appreciate any insights you can provide.

Thank you

[Marc - Devoteam]

Hi @Eitzaz Haider 

All customers involved relates to the reporter being a customer and the added request participants on an issue.

The all customers involved doesn't relate to all customers on the project, but only the customers related to the issue.

This also doesn't take the Organisation field in to play. This is just that the issue is set to an organisation and based on the settings who customers can share an issue.

[Eitzaz Haider]

The main issue is that customers are not receiving notifications, even though the notification settings and the organization field in the issue are configured correctly.

[Manoj Gangwar]

Hi @Eitzaz Haider The issue is not with the automation rule. You need to check the below points:

1. Email Configuration: Check the email configuration in Jira. Make sure that the email server settings are correct and that there are no issues with the SMTP server.

2. Verify that the emails are not being marked as spam by customers' email providers. Ask customers to check their spam/junk folders.

3. Check the project's notification scheme to ensure that it includes the relevant events and that customers are set up to receive notifications for those events.

[Eitzaz Haider]

Hi Manoj,

Thank you for your response.

1. The email configurations are all set up correctly, as I tested them. In the customer notification settings, each option includes a test template feature, which is sending properly.

2. That has already been tested, but the issue persists.

3. The notification scheme is set up correctly as well.