Shared filter subscription not working

[Kristin Bitler]

I had a filter subscription working for JIRA SD and it's no longer working.

Filter: 

status = "Hold for Customer" AND project = "Technology Services Help Desk" AND worklogDate > startOfDay(-3) AND reporter = currentUser()

Permissions/Subscriptions

Screen Shot 2017-02-10 at 4.44.11 PM.png

Screen Shot 2017-02-10 at 4.44.30 PM.png

The goal is that once a tech places in Hold for Customer status, they have 3 days to respond. Each day for 3 days, an email should go out to those users who's tickets are in that status to remind them. My test accounts and actual users we have in that status are not getting notices; however, it was working a couple of weeks ago when we went live.

[Peter Bengov]

Steven is right. Portal users can't receive subscriptions from JIRA. 

All communication with these users should come from Service Desk features. 

Try using SD's Automation to comment on tickets that are relevant to this JQL. This might help: https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

[Kristin Bitler]

That makes sense since the users who received are JIRA users and not just portal customers. 

I'll follow up with this now that we have the automation module working post upgrade. Getting the SD installed and ramped up has been a beast of downgrades, updates and upgrades.

Thank you.

[Peter Bengov]

Great. Feel free to post here if this was successful and accept the answer for other users to know, if this was a valid suggestion

[Steven Behnke]

This probably won't work for free customer accounts, because they aren't real JIRA Users. Are they free customer accounts?