Customer notification recipients - what email address is used?

[Philippa Poulson]

Hi Team,

I have set up my Project Customer Notification settings to email the Reporter of the issue. Who would that be? Would it be the Customer from the Project Customers list, using the email associated with that customer?

At the moment, when I log a ticket for my Project, I don't get any notifications at all to tell me it's been logged, and nor does the customer. This means I'm missing urgent problems!

There's an option to test the customer notification mail and I do get a message about BB-8.  However when I manually Create a ticket, no notifications come through to me (Support) or my customer.  How can I configure this so that notifications come through for this Project?

[Brant Schroeder · Accepted solution]

Philippa,

  If you have the customer notification setup to send to the reporter then it will go to the person and only the person who submitted the request.  The JIRA notification scheme should also generate JIRA emails to Agents and watchers.  From what I am hearing it sounds like email is not configured or setup for the service desk.  By default this is configured in the cloud so I am guessing that you are using server.

For service desk emails to send on server you need to configure the JIRA SMTP server. - https://confluence.atlassian.com/adminjiraserver071/configuring-jira-s-smtp-mail-server-to-send-notifications-802592930.html

You also have to have the service desk email address configured / setup an email channel - https://confluence.atlassian.com/servicedesk021/setting-up-the-email-channel-693896338.html

Please ensure that all of this is configured properly and then you should receive emails.