User don't receive email notifications from project

[Seweryn Szatkowski]

Hi,

I have a problem with sending emails to customer. I think it has something to do with project permissions but I have no idea what is wrong.

Configuration shortcut:

- Jira Service Desk project named Support X

- UserA

- UserB 

- Mail handler monitoring mail box: support@mycompany.com

- Mail handler is creating issues in Jira Service Desk project Support X when something appears in support@mycompany.com

The reason why we are using such solution is complicated. If necessary I will explain that. 

Scenario 1:

- UserA is member of Administrators group in project SupportX

- He is sending email to support@mycompany.com

- Ticket is created.

- When Service Desk Team member creates comment for this issue, the UserA receives email with this comment.

- UserB is member of Service Desk Customers group in SupportX

- He is sending email to support@mycompany.com

- Ticket is created.

- When Service Desk Team member creates comment for this issue, the UserB do not receive email with this comment.

Scenario 2:

I've changed the users between groups and it seems that users in Service Desk Customers do not receive emails.

Additional info:

1. In application log there is no information about creating mail when UserB is in Service Desk Customers group so it is not mail server problem. UserB receives emails when in Administrator group. 
2. Both users have application access according to this information: https://community.atlassian.com/t5/Jira-questions/Why-do-users-need-application-access-to-create-issues-in-JIRA-7/qaq-p/414977
3. I have added UserB to project permissions: 
   1. Create issues
   2. Add comments
   3. Create attachments
   4. In fact I have tried to add this user to all positions but it still not working.
4. Notification helper says that UserB received notifications about adding comment to issue.

UserB needs to receive emails with notifications but I don't want to add him to Administrator group. He needs to be in Service Desk Customers group.

Regards

-- 

Seweryn

[Mohamed Benziane]

@Seweryn Szatkowski

Go to your service desk project as an admin>project setting>customers notification>Public comment added>edit to have something like that:

Hope this help

[Jack Brickey]

@Seweryn Szatkowski, have you checked your Customer Notification configuration? Not sure exactly what it looks like in Server but in cloud - project > project settings > customer notifications.

[PJ Wysota]

The same on server. So this is one thing, another is notifications scheme. :-)

[PJ Wysota]

I would check two things: notifications scheme related to project and Customer notifications in JIRA SD project settings

in JSD there are 2 types of notifications

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

[Mohamed Benziane]

Hi @Seweryn Szatkowski

In your notification scheme, at the "Issue Commented" line do you have userB ?

Regards

[Seweryn Szatkowski]

Hi Mohamed,

At "Issue Commented" I have Issue reporter. UserB is the issue reporter. 

But to be sure I have added UserB as a single user. He still do not receive emails...

Regards