Email notifications not send to reporter

[Tom Tang]

Hi there, we are having issues with reporters are not getting email notification when there is a new comment on the ticket, also reporters are not getting email when new ticket was created by said reporter.

I can see there are errors in the mail queue section but can't tell the reason, just wanted to know if you be able to see the reason from your end.

Thanks in advance. 

[Brant Schroeder · Accepted solution]

@Tom Tang Welcome to the Atlassian Community.

If you are using server then Atlassian will not be able to see anything on your server. You can use the notification helper in System > Notification helper to track down why the individual is not getting notified.

https://confluence.atlassian.com/servicedeskserver0413/managing-service-desk-notifications-1027136297.html

I also usually see this when the reporter is an agent in the service desk.

[Tom Tang]

Hi Brant, thanks for the reply. Your link has answered my question, this is what happens to me as a agent and a reporter. Cheers

"Agents don't receive notifications on their own changes when they act as a customer on issues with a set request type. Jira Service Desk treats agents acting as a reporter, participant or approver on these issues as a customer. This occurs regardless of the notification scheme.

Agents who are part of an organization will only receive a customer notification when a request is shared with that organization. If the agent is the assignee of the issue, they won't receive any notifications from the project's Jira notification scheme."