My Requesters are not getting comments added in the Reply to customer section in the ticket

[Nicole Wolf]

Hello

In my company, we want to be able to send notes to the people who requested a ticket.

I thought using the "Reply to customer" section of the ticket would do this but I've had confirmation that they are not receiving any notifications.

I've checked that my notification schemes have "Reporter" listed.  Is there a step I am missing to ensure that requesters receive notifications?

Thank you

Nicole

[Nicole Wolf · Accepted solution]

It turns out I needed to add a Group to my project that included all of our customers. I added them and now they are seeing all the correct notifications.

[Kian Stack Mumo Systems · Accepted solution]

For JSM projects, you need to make sure customer notifications are enabled.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

[Nicole Wolf]

Hello Kian,

Thank you for your speedy response.

I do have these notification enabled. 

Is there anything else I can check? 

Is there a place I can see who is set to receive things posted in the "Reply to customer" section of the ticket specifically?

Thank you

Nicole

[Kian Stack Mumo Systems]

@Nicole Wolf, can you please provide a screenshot of the configurations you've got set up for customer notifications? Can you check to make sure that outgoing mail is enabled on the server?

Thanks,

Kian

[Nicole Wolf]

Kian, here is a screenshot of the customer notifications in our Jira project settings.

As it stands today, customers are not receiving any of these notifications unless they are also Jira users on other Projects.