Do @ mentions in JSM comments still send an e-mail or add the user as a requested participant?

[Jeramy]

I have a user who says @ mentions in a JSM project is no longer sending then an e-mail. I don't recall it ever sending the e-mail, just adding as the requested participant. 

I've read a few places where that functionality doesn't work anymore. I'm running Jira 10.3.7.

Can anyone help me understand so i can let my user know or fix it so they receive e-mails?

Thanks.

[Trudy Claspill]

Hello @Jeramy 

Where in the issue is the user being mentioned? 

Do they have access to browse the issues in the project(s) where they are being mentioned?

You have posted in the JSM forum. Does this concern a Service project? If it does and the user is being mentioned in a comment, is the comment internal or public?

[Jeramy]

Hi @Trudy Claspill 

I have brought this issue up before, but for some reason I can't seem to find that post. Sorry for posting again.

The project in question is a JSM project. The user who created my ticket saying they are not getting e-mails does have browse permission to the project. The comment where they were tagged is a public comment. 

The project is configured to send e-mails on comments to the "Customers involved", but not the person triggering the comment. However, I read that somewhere tagging users in JSM projects (we are on version 10.3.7) no longer added users to the requested participants list.

Thank you for your assistance.

[Trudy Claspill]

This appears to be the other post you're referencing:

https://community.atlassian.com/forums/Jira-questions/Do-mentions-still-add-users-to-an-issue-watch-list/qaq-p/3075166

Is the user a Customer or an Agent?

Is the mention being done within the JSM UI by an Agent or by a Customer through the Portal?

[Jeramy]

The user is an agent. It's being done within the JSM UI by other agents.

I noticed that the ticket he was complaining about was created within Jira and not the portal. This means the issue's request type was blank/empty. If I remember correctly that field needs to be populated before JSM will send any e-mails. 

Do you know if that is a correct statement?