Responses won't send to customer

[Dawid Pawliszyn]

Hello,

I've recently started my new job and I have been asked to implement a service desk system for them to use. Having managed and implemented service desks at previous jobs, I was surprised when I came across Jira.

I'm currently having issues with emailing notifications reaching the customer. For example;

A customer (My personal email - not linked in with my admin account) has sent a request through to the help-desk - all fine.

Out going emails are also enable and i have read that if i do a comment back, this will be sent to the customer,  I gave this a go and the email has not been sent to me, i have also then clicked 'Respond to customer', this has also not generated an email back to my gmail.

Any ideas as to why these aren't getting received? I have tried different emails to make sure that this isn't just my mailbox.

Much appreciated!

Thanks. 

[Elifcan Cakmak]

Hello,

You can configure your customer notification settings on the project settings page as you can see on the screenshot:

You can configure them with different options like request created, public comment added, etc. and also add custom notifications as well.

Also if you enable email requests, your customers can open tickets via email, too.

Regards,

[Dawid Pawliszyn]

Hello,

So yesterday i managed to configure the emailing in part, however after reading this i still have the issue where I'm not receiving the responses back.

I've even tried to do the 'Send Test Email' and I'm receiving nothing back. I can confirm that this is the correct email.

I can receive requests in however i am unable to send anything back.

Any ideas?

[Elifcan Cakmak]

Hello,

You tried 'send test email' on the outgoing mail settings, right? When you edit the outgoing mail and click on test connection, what is the response? Because if you don't get any kind of notification, not just the service desk project, it might be related to outgoing mail settings. You can also check out the atlassian-jira-outgoing-mail.log in your jira home directory.

Also check out customer permissions page on your service desk project. Something might not be right there.

Regards,

[Dawid Pawliszyn]

Cool - Got it working.

Thanks!