Users added as customers are not receiving ticket updates.

[Deviprasad Marotu]

Hi Team,

We added few users as customers in one of our Servicedesk project. Whenever a user sends an email to our servicedesk email id, they usually mark their team members in CC (they too are added as customers in our project). The issue is the users who are in CC are not getting any notifications regarding the ticket creation/update etc. 
Can you let us know how to fix this issue.

[Alex Koxaras -Relational-]

Hi @Deviprasad Marotu 

You have to see within your customers' notifications who is getting notified on these events.

If e.g. you have setup only the reporter to receive these notifications, then that could be the reason.

Another thing that you have to verify is if only one, or all request participants are not receiving notifications.

[Deviprasad Marotu]

Hi @Alex Koxaras -Relational- ,

Thank you for your reply. I checked the settings within my customers' notifications and can see "Customers involved" in "To" field. And, all requested participants are not receiving notifications.

[Alex Koxaras -Relational-]

@Deviprasad Marotu is the reporter receiving notifications about the issue creation, updated, resolved etc? 

[Deviprasad Marotu]

Hey @Alex Koxaras -Relational- , 

Yes. The reporter is receiving notifications.

[Alex Koxaras -Relational-]

Are the CC users set as customers within the same organization as the reporter? Can you share a screenshot of a ticket? In addition, can you also check in your workflow what kind of event is firing?

[Deviprasad Marotu]

Hey @Alex Koxaras -Relational-

Not sure if we have set CC'ed users as customer within the same organization as the reporter as we have just started evaluating JSM. Can you let me know how to check..? If we haven't added them within the same organization as the reporter, can you share any links to articles so that we can add them properly. 
Also, not sure how to check workflow. Can you help me on this as well.

Thank you!

[Alex Koxaras -Relational-]

@Deviprasad Marotu 

All customers (reporters & request participants) must be added as customers to your JSM project. If you are on your project, you just click on Customers. There you can separate them on organizations and add them in each of them:

You can read more here -> https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/ but also all the other articles you'll see on the right (add a customer, delete customer etc).

Most likely if you haven't add them as customers, they will not receive any notifications. They will not even be as request participants within the tickets.

[Deviprasad Marotu]

Hi @Alex Koxaras -Relational- ,

I've added all users as customers in the project. Below is the SS.

[Alex Koxaras -Relational-]

Can you see if now they are in the request participant field? If not, add them and try to update an issue. Since you have already checked that all customers involved will receive notifications, then they will.

[Moses Thomas]

@Deviprasad Marotu 

Please follow the instruction below on managing notifications in JSD cloud.

https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html

Kind regards,

Moses