nicholas.overton can you please raise a support case on support.atlassian.com and we can look at helping you out further. This is for tracking a specific bug and it sounds like you're running things a bit differently than to what's described here. Thanks.

David Currie
Atlassian Support

Rick, where is this located? I do not know where you are talking about finding that config file.

I have the system setup so that the reporter should be getting an email when an issue is being commented on.

Hi Nick,

Can you verify that the system's configurations expect the notification to send?
/secure/admin/NotificationHelperAdmin.jspa

-Rick

Hello, I cannot get the notifications to send out to customers when a comment is generated unless the customer is a part of the Service Desk Team. This is the process that the tickets get worked.

The ticket is received through the email catch.
A ticket is created and a notification is received by the Team and the Ticket Creator.
A comment is added or a transition in the ticket and no email is sent out to the Reporter, Unless the reporter is also a watcher. But to be a watcher they would also have to be on the Service desk Team so that is Not desirable.

We are running JIRA 6.1.3 And Service Desk 1.2.5

Please Help.

Hi Gilmore!

Thanks, it now works! And clients are happy

-Rick

Hello,

we are also affected with this Issue after upgrade to Service Desk 1.2.4.
Our current setup is JIRA 6.1.7 with SD 1.2.4.

rick6, just to let you know, 1.2.4 is being deployed to OnDemand today.

Can confirm that notifications to reporters are now working! Thanks Gilmore and everybody!

rick6, we are working on getting 1.2.4 into OnDemand very soon.

vdung - "If someone else makes changes, Reporter will receive notifications." – This is what is now working in 1.2.4 that wasn't working in 1.2.0 or 1.2.1 (as you mentioned at the end of your comment). This is the same problem mentioned by helmich.douma1 and summarised by rick6 above:

In short, the permissions and notification helpers indicate that this user (assigned to the "Service Desk Customer" project role) should be receiving emails. However, tests show that it only works when that user is assigned to the "Service Desk Team" project role, which is not desirable for many reasons.

As for the other behaviour, our documentation states:

Customers receive email notifications when they raise a request through the Customer Portal, when their request is resolved, when another user comments on their request, and when there is a change in the 'status name'."

This was also mentioned by pcherukuri earlier in this comment thread. According to both the documentation and description field of this issue, the problem is fixed.

Finally, a message to all watchers of this issue.
The comment thread of this issue has become rather confusing, with multiple use cases and scenarios mixed in together. We believe we have fixed the problem as it was initially described. If you believe this is not the case, we encourage you to raise a new bug report detailing the exact scenarios where it is/isn't working, such as:

• Whether the issue was created via the Service Desk customer portal, or through normal JIRA in a Service Desk-enabled project.
• Whether the action that generated the notification was performed by the reporter or a different user
• Whether the action that generated the notification was performed in the Service Desk customer portal, or in JIRA
• Whether the user to receive the notification was a watcher on the issue

Cheers,
Gilmore