Customer's are not receiving notifications from others within their organization

[Olivia.stiller]

Customer's within an organization are not receiving notifications about comments, statuse changes, etc from others within the same organization although I believe the notifications are set up correctly and the organization in the ticket is correct.

I have also added them as people within the project with the role of "Service Desk Customer" and changed the notifications within the notification scheme to send notifications when certain things are action-ed. 

I have checked the notification helper and it appears this user should be receiving notifications when something is commented however she is not 

This user did receive a notification that the issue was created by someone within her organization, but all public notifications were not received. 

Any help would be greatly appreciated. 

Thanks,

Olivia

[Miguel Silveira]

Some of the users might have the notification preferences to "Do not notify me"
Try check their preferences in Profile -> Preferences - > Click the little pencil on the right of that board -> My changes -> Set  to "Notify Me".
Try this and give some feedback.

If that doesn't work might be some project permissions issue. 

[Olivia.stiller]

Hi Miguel,

Thanks for the quick response. Where can I access the customer's profile with preferences? I am able to edit their info, reset password, remove, etc. but can't seem to figure out how to see their profile. 

Thanks!

[Miguel Silveira]

Hello again @Olivia.stiller 

Actually, i tried to find a way to set those as default values in the server, and i don't seem to find it, so i would say that the only way to solve this is that the users must set the their own preferences to get notified.

[Olivia.stiller]

@Miguel Silveira  Hm. Do you know how they would they do that though? Looking at the customer profile through the customer portal they have limited options on what they can do.

In the original email the user received (when the issue was first created) the 2 options are to "view request" and "turn off this request's notifications".

[Miguel Silveira]

As i said earlier, try to check if one of the user's profile that is not receiving notifications does have that preference enabled.
Just go to profile (top right corner) and check the preferences (every user has access to his own profile). Change to "Notify Me".

[Olivia.stiller]

Hi Miguel,

How am I able to access this area within the customer's profile?

In the Preferences section on the Summary page, click the edit icon at the top-right of the section to open the Updated User Preferences dialog box. You can then manage the following:

• Change the Email Type to change the format (plain text or HTML) in which JIRA sends its outgoing email notifications.
• In My Changes, Choose between making JIRA send you email notifications about issue updates made by either both you and other people ( Notify me ) or other people only (i.e. Do not notify me ).

We use Jira Cloud and I can't see a way for me to change that information within a customer's profile. I can change my own though.

Thanks,

Olivia

[Miguel Silveira]

@Olivia.stiller that's the thing, by yourself you can't do much, it's the preferences of each user.
Maybe i did not explain myself very well.

Only the actual users can see and edit their own preferences.
How did you find out someone was not getting the emails? I presume you asked them... ask that same person to check his/her preferences and change it.
If there's nothing wrong with their preferences then that's another issue, but for now ask them to change it.

Sorry if i wasn't being clear.