What notifications do my customers and team receive?
Customers, agents, and administrators get email notifications about activity on requests. The type of notifications that someone receives will vary based on their role and how they’ve interacted with the request. Read more about roles in Jira Service Management.
There are two types of notifications in Jira Service Management: customer notifications and internal notifications. In both cases, people will get notifications of other people’s activity on the request. They won’t get notifications for their own activity.
Customer notifications
Regardless of whether someone is a customer, agent, or admin, they will receive customer notifications if they:
Raise a request
Are added to the Reporter, Approver, or Request participant field on a request and have verified their email address
Belong to an organization that has allowed customers to share requests with each other, and have a request shared with them
Are a customer (not an agent or admin) and they post a public comment on a request
Customers can turn off notifications by:
Selecting Turn off this request’s notifications in the notification email, or
Going to the request view in the portal, and changing Notifications on to Notifications off.
For customers that are added as approver or belong to an organization that allows customers to share requests with each other, the notifications are turned off by default. This means that to receive notifications meant for customers belonging to any of these categories, they need to explicitly turn on notifications for the specific request.
Even if a customer turns off notifications for a request, they will still receive notifications:
When the request is resolved
If they are added to the Approver field and their approval is required
Customers added as watchers on a request will stop receiving customer notifications:
If they are a customer with an Atlassian account
And they have Watch your work items enabled in their personal settings. Read how this could be set by default from user default settings.
Internal notifications
Internal notifications are only sent to agents and admins, and never to customers. Internal notifications are sent to agents or admins if they are:
added as a watcher on a request (this happens if they post an internal note or a public comment on a request, transition a request’s status and have Watch your work items enabled in their personal settings, or add themselves as a watcher)
added to the Assignee field on a request
Internal notifications are sent from Jira, and are based on the service project’s notification scheme. Read more about notification schemes.
If customer notifications aren’t working
If customers aren’t receiving notifications:
check for failed notifications by looking at the customer notification logs
ask them to check that they haven’t unsubscribed from notifications (they can check this in the portal by clicking the notifications icon [ICON] on the request)
make sure that they’ve been added to the project and have the correct permissions
remove unsubscribe links from notification templates if you don’t want users to opt out
verify that customer notifications are enabled for the project.
ask them to check their email spam/junk folders, and make sure their email configuration allows Jira notifications
If internal notifications aren’t working
If your team members aren’t receiving notifications:
make sure that they’ve been added to the project and have the correct permissions
ask them to check their email spam/junk folders
ask them to check their notification settings
use the notification helper to check if your Jira configuration allows for team members to receive notifications on Jira Service Management requests
How customer and internal notifications interact for agents and admins
If an agent is added to a request as an agent and a customer, internal notifications will take priority over customer notifications.
Example
An agent creates a request on behalf of a customer, and is automatically added to the Reporter field for that request. Because the agent’s name is in the Reporter field, they’re considered a customer on the request, and will only receive customer notifications.
If the same agent is then added to the Assignee field of the request, they’re considered to be both a customer and an agent on the request. As a result, they’ll begin receiving internal notifications instead of customer notifications.
If the agent is then removed from the Assignee field (but still appears in the Reporter field, so they’re still considered a customer on the request), they’ll stop receiving internal notifications and go back to only receiving customer notifications.
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