How to troubleshoot customer notifications in Jira Service Management Cloud

関連コンテンツ

  • 関連コンテンツがありません

お困りですか?

アトラシアン コミュニティをご利用ください。

コミュニティに質問

プラットフォームについて: Cloud のみ - この記事は、 クラウド プラットフォームのアトラシアン製品にのみ適用されます。

目的

This article details how to troubleshoot email notifications in Jira Service Management. The article focuses primarily on the issue of why Jira Service Management customers are not receiving notifications.

背景

Notifications sent by Jira Service Management projects are known as "customer notifications", and they work differently than those sent by Jira Software or Jira Work Management. There are two main requirements for sending a customer notification:

  1. The ticket has a valid Request Type
  2. The event to notify belongs to a Service Project ticket


Tickets that do not meet both criteria are not Jira Service Management requests. They are regular Jira tickets and will not be sent to Jira Service Management customers.

Jira Service Management Notification Scheme

Tickets that are affected by the Service Management notification system will have altered notifications to users playing the following customer roles:

  • 報告者

  • リクエスト参加者

  • Member of an Organization (situational)

  • Approver (situational)

Notifications to users in these roles will be sent according to the customer notifications page:

  • For Company-managed projects: Go to the Project settings page > Customer notifications

  • For Team-managed projects: Go to the Project settings page > Notifications > Customer notifications

For users who are not in these roles, notifications will be sent according to internal notifications:

  • For Company-managed projects: Go to the Project settings page > Notifications

  • For Team-managed projects: Go to the Project settings page > Notifications > Internal notifications


As mentioned in this document, when we add a user/customer(who is also added to one of the customer roles) as a watcher or assignee in the request, this user will receive internal notifications instead of customer notifications.

Requirements for Customer notifications to be sent to customers:

システム

Tickets

顧客

  • Is the reporter or a participant or member of an organization the ticket is being shared with;
  • Has a valid email address;

ソリューション

If the answer to the question is Yes, continue, otherwise follow the instructions in the No column.

質問いいえ
Is this a valid Jira Service Management request?
  • Check that the ticket is in a Service Management project;
  • Make sure the "Request Type" field is populated;

Can the customer see the ticket under "My Requests" page in the customer portal?

  • Check if the customer is the reporter, request participant or member of an organization the ticket is being shared with;

  • Organization members only receive the first notification of the ticket being shared with that organization and they must access the ticket from the portal to opt-in for the following notifications of that ticket. More details can be found in the document below:

Are customer notifications enabled in Jira Service Management?

  • Enable them in the project settings:

    • For Company-managed projects: Go to the Project settings page > Customer notifications

    • For Team-managed projects: Go to the Project settings page > Notifications > Customer notifications

Is the user the reporter, request participant, or member of an organization the ticket is being shared with?
  • Add the customer as a participant to the ticket or to the organization which the ticket is shared with;
Is the user subscribed to receive customer notifications?

  • Ask them to open the request on the customer portal, and click on Notifications Off under the request's status to turn it On;

Were all translations reviewed in the Language support settings?

  • Go to Project settings > Language support and check if there are yellow marks next to a language added to your project:

    • In this case, you can either remove the unwanted languages or confirm each pending review by clicking on each language, selecting each component with the yellow mark, and clicking on Confirm translation.

Does the ticket have an issue security set?
(For Company-managed projects only)

  • Open the request and check if it has an issue security level;

    • In this case, it's necessary to make sure the customer role is added under security levels in the issue security scheme associated with your project(Project settings > Issue security).

  • The security level lock icon will only appear if there's a security scheme set for the project, and if the Security level field is added to the View/Edit screen. Only users with permission can set the issue security level.

Does the customer have a valid email address?

  • Invite the correct email address under the Customers page and replace the customer account in the ticket:

    • Open the service project > Click on Customers in the sidebar.

Does the customer have duplicate accounts using the same email address?
メール アドレスのテストは実施しましたか

  • Try sending an email outside of Jira, using a separate mail account to check if the emails are routing;

Are you having issues sending out notifications only for the Resolved and Reopened actions?
Are you having issues sending out only customer satisfaction surveys?
Is the notification to customers going as plain text?





Last modified on Mar 21, 2024

この内容はお役に立ちましたか?

はい
いいえ
この記事についてのフィードバックを送信する

関連コンテンツ

  • 関連コンテンツがありません
Powered by Confluence and Scroll Viewport.