Jira on premise using the @ sign in comment when a ticket is recently submitted does not send email

[Joshua Woods]

instead of using normal notifications we commonly use legacy automation for notifications as we have some restriction when it comes to creating groups and it allows us to send notifications with a bit more detail/at specific workflow steps.

In the past we have been able to for example use legacy automation to add a comment on the ticket saying something like "@joshua this ticket has been submitted and requires your attention" this still works fine on workflow steps that are not at the beginning of the workflow. but now it seems that if i had something like that getting added right when a ticket is submitted that comment will not generate an email to joshua. 

Note the comment is still showing up on the newly created ticket.

Any help you guys can provide would be appreciated :). 

[Joseph Chung Yin]

@jwoods -

Welcome to the community.  So are you stating that the comment is captured when issue is created in your JSM project, but the at mentioned user is not getting the email notification and this is your problem?

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Joshua Woods]

correct, to clarify so we are on the same page. 

ticket is submitted via our portal

legacy automation add a comment "@joshua assign this ticket to a user"

comment show up on the ticket

but joshua does not get an email with that comment.

note only happens when legacy automation adds a comment on ticket creation, if the exact same thing was done in a different workflow step not right when the ticket is submitted josh will get the email.

[Joseph Chung Yin]

@jwoods -

Have you review your JSM's project Notification Scheme to ensure Josh is called out for the issue creation event?

Best, Joseph

[Joshua Woods]

They are not. the notifications is not being used at all. as stated in the original post we tend not to use notifications/ notification schemes at all as there quite limited when it comes to alerting users at specific workflow steps. 

I'm actually using that right now as a workaround, but in some of our other projects its an issue as depending on what the users enters on their ticket (what is selected in a custom select list) at different person handles the request so we use legacy automation to add a comment @ ing someone instead of using notifications and emailing the entire team. 

hope that helps clarify 

[Joseph Chung Yin]

@jwoods -

If that was the case, where are you sending out the email notification? (via legacy automation rule)?  

Please note that legacy automation rule should be changed to utilize "Automation for Jira" setup as the legacy automation rules may be dropped by Atlassian in the future release of JSM server env versions upgrade.

As you already know that the server env will be de-supported by Feb, 2024 by Atlassian, so I hope you have already moved to Data Center env or to the Cloud env.

Best, Joseph

[Joshua Woods]

legacy automation is just adding the comment with the @ name. 

Then I'm not sure how jira handles it on the backend, but anytime @ name is used in a comment that person is emailed. As stated it works fine when it not a comment on ticket creation. 

We are aware of EOL, appreciate the reminder though.