Event Notification Emails not Received by Customer.

[efunkmj]

My external customer's are not receiving ticket event notifications, like when a comment is added to a ticket. But, they are able to receive mention notifications, like when a message is sent using the @ symbol. These accounts can be gmail, yahoo, or the customer's custom domain. Atlasian support says both notifications are sent out the same way by atlasian.  

I would assume if one notification worked, they would both work. I don't know why google would block one type but not the other.

[efunkmj · Accepted solution]

Atlassian, just got back to me and the reason Jira isn't sending notifications is related to the Language Support templates. you've several different languages enabled, but they are all missing translations. This causes notifications to not be sent to any user that has one of those languages as their default profile language, as Jira won't have the proper template to send to them.

Moving forward

You have two options: either disable all the languages that you're not currently using (including English UK) or confirm the proper translations to all of them.

For more information on troubleshooting customer notifications, feel free to check this article.

[Vishwas]

Hey @efunkmj 

Did you look at the Customer Notifications in Project Settings ? Are they On ?

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

Regards,

Vishwas

[efunkmj]

All of the customer notifications are turned on. They are being sent to Reporter (customer) and customers involved. 

[Vishwas]

Hey @efunkmj 

this seems bit strange, when customer notifications are on and still notification doesn't go.

Did you check this KB about troubleshooting the customer notifications not sent https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html

I would recommend you to open a case with Atlassian Support Team here

https://support.atlassian.com/contact/#/

Regards,

Vishwas

[efunkmj]

I have a support ticket open already with Atlasian, but they keep blaming gmail, yahoo, and our customer's email.

I gave my test customer full access to jira and was able to receive all emails in my gmail account.  That is why I was thinking it is some sort of configuration I cannot figure out.

Thanks.

[Tim Perrault]

@efunkmj 

Definitely sounds like your customer's email is blocking the notifications or they may have even setup rules to throw the messages into a different folder and they don't realize it.

[efunkmj]

I was able to receive all the emails to my gmail account, but I had to make the customer a service desk agent. But, this allowed the customer to view all tickets, even for other customer's. 

maybe the emails are sent out differently for customers and service desk agents from Atlassian. This could explain why emails to a service desk agent make it to gmail, and emails to a customer do not make it to gmail.  

[Tim Perrault]

Hi @efunkmj 

I would have the users look at their personal settings to see if they turned off receiving those notifications.

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/ 

Thanks,

Tim

[efunkmj]

I did not see all of those options under my test account. I am using a test customer I setup, so I do not have full access to Jira Service Management. I am only able to create tickets and view my own tickets. 

We recently migrated from jira server to jira cloud, maybe something broke with the migration process. 

[Tim Perrault]

That's strange I would think the options would be there. The other place you can check if you can get project admin rights is the notifications scheme. Make sure nothing got changed during migrations.