Service Desk Not Sending Notifications to Reporter

[cns_jonathan]

Hi all,

Currently, my Service Desk doesn't send any notifications to the reporter but I and any other ServiceDesk users receive the notification that an issue has been created. 

I've checked the permissions scheme and notifying the reporter is enabled for each one.

Issue Created

Current Assignee Group (Technology Service Delivery Staff) Reporter

This issue doesn't seem to affect regular JIRA projects. 

Does anyone have any ideas as to what the most likely culprit would be?

___________________________________________

EDIT: SOLUTION FINALLY FOUND

Okay, so I actually ended up giving up for a while because I was beginning to get overwhelmed with issues as the userbase began to come back from their Christmas holidays.

As someone else said, the fact that JIRA was creating duplicates was a "separate issue" which at the time, I believed. Nevertheless, that's what I tried to resolve first and then work on the communication being broken later.

I did a bunch of research and discovered that Jira Helpdesk has its own mail handler (I didn't know this as I didn't set it up). I always assumed it was configured with the rest of the JIRA mail handlers (Admin > System > Incoming Mail). Once I deleted the mail handler there, I only had the special ServiceDesk running in it which resolved the issue!

My theory is that the regular JIRA mail handler created the JIRA ticket first, followed by the ServiceDesk mail handler which is what created the clash.

[Jack Brickey]

@cns_jonathan, Welcome to the Community. Please check the notifications configured for your Customers here - project > project settings > customer notifications. If the Reporter is a Customer then this is where you set up notifications for them

[cns_jonathan]

Hi @Jack Brickey,

Thanks for your response. It's all been set up there. The reporters are basically notified for almost all of the steps and yet they only seem to receive it when the status has been changed or the feedback has been marked resolved.

Things such as 'Issues created' or 'Issued commented' never seem to trigger a notification. 

[Patrick Cartier [Candylio]]

Can you check for some exceptions in the logs? 

Like in this answer here:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customers-not-receiving-outgoing-service-desk-notifications/qaq-p/739509

If you can't find anything there, please try these troubleshooting steps:

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-email-notifications-in-jira-service-desk-777026983.html

[cns_jonathan]

@Patrick Cartier [Candylio]

Thanks for your response. Firstly, I'd like to apologise if I don't make much sense or I'm being too vague, I'm not particularly familiar with this software (especially the backend).

I'm not particularly sure what logs they're talking about in the first link. I got the logs from atlassian-jira-outgoing-mail.log and "CTRL+F'd" for any exceptions but found none. 

I went through that Troubleshooting list you mentioned and can't seem to find anything that's not been done.

One thing I'd like to add is that when an issue has been marked as resolved, customers do get notified.

[Patrick Cartier [Candylio]]

I'm assuming by notifications you mean emails? 

If you can't find any exceptions then I would assume the outgoing mail server is working.

I would say check @Jack Brickey's response and look at the "customer notifications".  It seems like you've already done that but just to be sure.  Based on your response I think you might be looking in the wrong place.

Note that this is different from just "notifications"

[cns_jonathan]

Hi @Patrick Cartier [Candylio],

To get to the notifications that @Jack Brickey mentioned, I go to...
The project > project settings > notifications

https://imgur.com/a/uTmSLMb

I've uploaded a screenshot of what I'm talking about.

Thanks, J

[Patrick Cartier [Candylio]]

close

the project>project settings> customer notifications

:) 

[cns_jonathan]

Ah, thanks @Patrick Cartier [Candylio],

I now see what you mean >.<

But what exactly am I supposed to do in the 'customer notifications' section? It seems to be just editing templates? I sent a test email for 'request created' and it seems to work fine.

[Patrick Cartier [Candylio]]

There are rules that you can edit, here are a list of the default rules on my service desk:

Here is some documentation about it: https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html

Hope this helps!

[Jack Brickey]

Exactly 

[cns_jonathan]

@Patrick Cartier [Candylio] and @Jack Brickey,

Thanks for the help guys. It all seems fine to me? Here's an example of the "Request Created" section. You can see that the enabled checkbox has been selected so theoretically this should go through right?

[Jack Brickey]

yes that looks correct. Now my question is - Is the customer creating this issue themselves via portal/email OR is one of your agents creating the ticket and maybe simply changing the Reporter field to be the customer?

[cns_jonathan]

Customers are creating emails via helpdesk@company.com

Which:

• creates a ticket on our helpdesk project
• notifies my work email that a ticket has been created
• sends a notification to our slack channel

Which does not

• inform the customer their ticket has been created
• any comments I make on the JIRA project are not relayed to the customer

At the moment I'm using the helpdesk mailbox to reply to customers which is getting increasingly difficult to track.

Edit: @Jack Brickey

Also, I just noticed that some people's tickets are being created twice.

[cns_jonathan]

Okay, now something else I found out.

If I email helpdesk@company.com I don't get any notification but if I raise a request, I get comment notifications and ticket creation notifications...

[Patrick Cartier [Candylio]]

Hi @cns_jonathan,

I think, ( @Jack Brickey please correct me if I'm wrong), if they are creating initial tickets via email, they might not be automatically added as customers to your service desk, so they won't get notifications.  There are two options in the documentation under "Prepare for Email Greatness" https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html .

People's tickets are being created twice is a separate issue.  Is that via email or by raising the ticket in the service portal or both?

[Jack Brickey]

@Patrick Cartier [Candylio], if you have “anyone can send a request via...” enabled then the customer should be added upon first email request. It has been awhile since I have experienced a new user being added in this way so can’t speak to whether notifications are sent in that case but imagine they would be. I am pretty sure that I recall seeing ‘issue created’ notification when a new user issued first email request.