Delivery notifications when the comment is added for customer

[Dean Balani]

Does anyone know how the delivery notifications works for the comments added to the issue?

For audit purpose, we need to keep a record that the message was successfully delivered to customer (via 'comment to customer' in the issue).

[Ismael Jimoh]

Hi @Dean Balani 

When a public comment is added to JIRA service desk, an email is triggered which Jira hands over to your smtp server.

The SMTP server then processes said email sending it to the intended customer(s).

Now when it comes to auditing, JIRA logs do not store successfully sent outgoing mails without being raised to debug mode. The problem with this is when it is enabled, it floods and quickly increases the size of the outgoing mail log.

The next point you can from is on your SMTP mail server itself checking which emails it has sent. You can confirm here if your email was processed but emails that fail on JIRA’s side will not be added here.

Another place to check is your Mail Queue page under failed emails.

Hope this gives you an idea.

[Craig Castle-Mead]

Our Atlassian environment delivers email via AWS SES and we have hooked that up (using SNS and Lambda) to keep a log of emails it sends in ELK (by elastic.co). An approach like this might be worth looking at if you do need audit-able success logs.

CCM

[Dean Balani]

Thanks @Ismael Jimoh  and @Craig Castle-Mead . I will have a discussion within the team to see how we want to move this forward.