Users not receiving emails when a ticket is commented on.

[Nate Jenks]

Hello,

I have an interesting issue where I have users not getting emails when a ticket is commented on. The annoying part is that it seems completely random. 1 user won't be able to get emails from comments on 1 ticket, but then they will be able to get them from another in the same project with the same request and issue type. The only difference that I can see is when someone else makes the ticket for them and the person creating it is different. Has anybody else had this issue? This is in JSM cloud. 

[Nate Jenks · Accepted solution]

Sorry to answer this only a little bit after I put it in. It figures I would find the answer after hours of work and finally asking the community. The admins who are creating tickets are doing it in a weird way and it wasn't generating request type. If the request type is not connected to the ticket, it shuts off connection to the portal. This causes comments and fields to not be shown. The users get their permissions to view the ticket from the portal. If the portal is not receiving comments, then the user is not getting the emails.