Not all comments are notified or processed

[Harvey Calvin]

Not all comments are notified or processed

1. customer sends mail to service@hcdesigns.nl
2. mail gets processed. Jira creates a SD issue
3. tech support replies on SD issue
4. customer gets notification of reply
5. customer replies the notification
6. customer reply gets processed. Jira creates a SD comment for issue.

Steps 3-6 are working most of the time. Just now and then, if we keeps replyen long enough, the following happens:

a. some (customer) emails are not processed (mail DID reach our email). But some are.
b. Sometimes customer does not get notification of tech support comments. WHEN this happens, all following comments are not notified.

Both situations are bad for us. But also imagine case b: we keep reminding the customer. After X days, we close issue. But in fact, customer never got a notification about our comments.

I have been searching the log files but can't find any errors about this. Thing is, it works. But suddenly, notifications are not sent.

Please help. If we can't fix this, we need to use other ticketing system

Best Regards,

Calvin

[Kian Stack Mumo Systems]

Hervey, 

This sounds as though this might be something that requires a bit more investigating and digging. As much as the community can do to help, this sounds like a scenario that might be appropriate to raise with Atlassian staff. 

I'd recommend raising a ticket with them as they can look through your log files, get details about your environment, ect that we won't be able to get!

https://support.atlassian.com/contact/#/

[Harvey Calvin]

Hi Kian,

That was exactly the link I used to submit this question. I was automatically redirected to this Community. How can I reach Atlassian staff?

Regards,

Calvin

[Kian Stack Mumo Systems]

Navigate to https://support.atlassian.com/

Scroll down to the bottom and select "Contact Support"

[Harvey Calvin]

But that is the same link as the one you sent before (and the one I used).

I choose Technical Issues and bugs -> Jira -> self-hosted -> fill in SEN -> Ask a question now.

[Kian Stack Mumo Systems]

Did you receive a confirmation email? That is how you submit a bug. 

[Jack Brickey]

@Harvey Calvinit seems you may be on a starter license which limits you to the Community unfortunately. Kian is correct that this is going to take some digging to figure out. I'm suspicious of an issue outside of Jira as I have not seen an issue like this reported prior. That doesn't mean it isn't a bug just that I have not seen it.

While I don't have time at the moment to dig in with you here are some questions and thoughts to consider/answer.

• are you using a custom email or the atlassian email? You might want to switch to the other to test
• is this happening on all tickets?
• is this happening with all customers
• if custom email can you log into the account and monitor? Maybe setup a forwarding address for this email where the incoming emails will not be processed/removed by Jira for troubleshooting purposes.
• is there any smoking-gun that might give us a clue as to the cause? anything unique about the email reply?

I will ping other champions to see if anyone has any ideas and can chime in and will check back here later.

[Harvey Calvin]

Hi Jack, thank you for your reply. I understand that this take some time to figure it out. We invest quite some time in this as well. But appreciate your thoughts on this.

• we are using service@hcdesigns.nl for the mail handler. This is a Gmail account.
• as far as I know, this does not happen to all tickets. We couldn't find any similarities between the missing notifications.
• as far as I know, this does not happen to all customers.
• we did log into service@hcdesigns.nl and found out that in case of 
  a) customer mail is received in service@hcdesigns.nl but mail is not processed
  b) Service Desk did not send the notification mail. I also could not find any errors in the logs regarding failure in doing this.
• we tried to keep our test case as simple as possible. We were just replying emails and adding comments without using any special characters, emoji's and stuff.

Hopefully you or fellow champions have more ideas.

[Harvey Calvin]

Hi @Jack Brickey, any news yet? Thanks!

[Jack Brickey]

 I haven’t had any time to look at this in actuality Harvey. I will try to spend some time over the next few days. I will also reach out to other champions to see if they have any thoughts on this. 

[Harvey Calvin]

The particular issue which does not notify when there is a new comment, does notify when status is changed. In this case: Issue Resolved.

Does this ring any bells perhaps?

[Jack Brickey]

have you checked your notification scheme closely? have you found definitive evidence that notifications on comments is in fact occurring in some incidents? If so then you need to look closely at what is different w/in JSD if anything. Keep in mind that notifications are not generally sent to the user making the change (comment). Also, if it is an internal comment it doesn't go the customer.