Rreporters stopped receivinbg the email notifications

[Anurag Vaishnav]

Hi 

The reportes are not getting email notifications for status chnaged or resolved. I have checked Notifications. Only when the request is created thu portal email notification is being sent.

Not sure how to fix it.

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Anurag Vaishnav ,

there are two notification aspects : Notification to Customer, managed through JSM Customer Notification, Notification to Internal users or agents through notification scheme associated to your project.

Customer notifications, that seem your scenario, will be sent just if the channel is portal/email and not when channel is JIRA (that means that ticket has been opened through JIRA itself).

When an agent raise a ticket on behalf of some customer, the agent should raise it through the portal itself. If so, customer notification will be sent in the right way.

Hope this helps,

Fabio