Inconsistent Service Desk Notifications

[Philip LeNoir]

Hi,

We are seeing inconsistency in notifications when service desk customers who have been set up the same way submit tickets but sometimes will not receive an email notification when the ticket is commented on by someone else or the ticket status is changed.  Screenshots are of two tickets submitted by two customers.  BSD-2116 received an email that the ticket was submitted but did not receive an email when I commented in the ticket or changing the status.  BSD-2117 received an email when the ticket was submitted and when I commented on the ticket and changed the status.  However the customer from BSD-2117 had been complaining before testing this that she was not getting email notifications.  Has anyone had this issue before?  Please let me know if any other information is needed.

[Adam Rypel _MoroSystems_]

Hello @Philip LeNoir ,

in case the customer is submitting ticket through service desk, you need to check the settings of Customer Notifications in your project, not Notification Scheme: https://support.atlassian.com/jira-service-desk-cloud/docs/edit-the-content-of-your-customer-notifications/

Also Request Type needs to be filled in to receive the notifications correctly, but I suppose that is not the issue.

Let me know if that helped.

Adam

[Philip LeNoir]

Hi @Adam Rypel _MoroSystems_ thank you for taking a look at this, it looks like all customer notifications are enabled for this project.  And yes, request type is filled in.  

[Adam Rypel _MoroSystems_]

No problem!

Can you please also check if everything is set correctly when you click Edit next to the desired event? There should be "To" field filled in.

Adam

[Dan W]

Hello Philip did you ever figure out what is going on with your customer notifications?  We are having a similar issue, So far Atlassian has confirmed that notifications have been turned off for the customer on the issue.  As many times as it has been happening lately I'm having a hard time with the customers are turning it off.  I think one of our apps may be doing it but not easy to track down.

[Philip LeNoir]

@Adam Rypel _MoroSystems_  Looking at them, the "To" field is filled in for these.

[Adam Rypel _MoroSystems_]

Hey Phil,

everything seems to be correct, hard to say what is causing the problem. Can you test whether everything is working fine with any other external email address? Maybe there is a problem at a customer side.

Adam

[Philip LeNoir]

Hi Adam,

Thank you for your suggestions.  We did try an external email address and the notifications were working properly.  Our next step is to go to the customer and see if the problem is on their end.  We just wanted to exhaust all avenues before going down that road.  

[Adam Rypel _MoroSystems_]

Hello Phil,

okay, let me know how it went, curious about that.

Regards,

Adam