Service Desk Notification

[Bevan Jansen]

I am an IT technician for InSync Solutions.

There is a user at a remote site that is added as a customer to our Jira Service Desk. The user has logged a couple of tickets via InSync Service Desk. The user then receives a notification as to status updates/ progress

This has stopped all of a sudden and the user can log a ticket but does not receive any notification for any tickets logged at Service Desk.

Spoke to the site admin and we cannot delete the user to try and recreate and re join to see if this fixes the problem.

Is there a support contact in South Africa to assist with this or any work around?

[Patricia Francezi]

Hi @Bevan Jansen  welcome to the community

If this is the only user that has this behavior, and others are receiving emails, including your own tests, this customer may have disable notifications in their profile. 
Please check this KB to guide you https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/#Customer-notifications

I hope this helps

[Bevan Jansen]

Hi Patricia

I have double checked this setting and Notification is to On. I switched it off and on again but no luck

The user was able to get notifications but it  just stopped.

[Patricia Francezi]

In this case I suggest you to run some tests with your emails, personal emails, etc.

Some email providers block the messages sent with @atlassian.net - that might be the case of your client, if the other tests works fine. 

Another procedure you can do, if this is not working for some clients, is to setup a customer email address as sender, using your company domain

You can check the procedure here https://support.atlassian.com/organization-administration/docs/what-are-the-steps-for-setting-up-custom-email-addresses/