Client not receiving notifications after being set as reporter

[Laura Jiménez]

Hi everyone

I have a question about a support project in Jira Service Desk.

• I opened a ticket on behalf of a client, and then:
• changed the reporter to the client’s account,
• added a comment mentioning the client.

However, the client says she didn’t receive any notifications and, when I shared the issue link, they couldn’t access it.

Has anyone else experienced this?
Any idea what might be missing in the permissions or notification setup?

Thanks in advance!

[Paul Wiggers]

Hello @Laura Jiménez

There could be several reasons for why the client didn't receive a notification. I will post some options that you can check out.

• Check the customer notification log to see if the customer address is in there
• Check if the customer notifications for public comments are on
  • Check that the comment is indeed public
• Normally, an external client doesn't have access to the JSM project. They can access the request by logging in to the customer portal
  • Make sure they log in with the e-mail address that the item is registered to
  • Check your portal settings
    • Make sure that you client has an account

The above should give you a few options to check. If they all turn out to be duds, please provide some screenshots of your settings (and if possible the work item), so that we can see what might be going on.

Let me know how it went!