When reporter adds a comment, assignee not getting email notification

[Lisa Bruce]

Everything seems setup correctly, still not receiving email! 

[Lisa Bruce]

Jira v8.5.12,

JIRA Service Desk Application v4.5.12

It happens (or doesnt) when Reporter replies to email and when adding it to the issue

The issue updated event has no roles associated with it (is that it?!!!)

it is all Assignees that this happens to

[Lisa Bruce]

Thank you for responding Ivan!

[Ivan Lima]

I'd definitely set up the Issue updated event to check if it's notifying the expected users. I know, in some particular situations, like the email processing, Jira triggers notifications by firing the Issue Updated event instead of Issue Commented, for example.

[Ivan Lima]

Hi @Lisa Bruce, I've seen similar issues before. What JSM version are you in? Is it happening when the reporter comments through the customer portal only? What's the setup for your Issue Updated event? What about different assignees? Does the assignee get notifications for other events? Perhaps, answering some of these questions can help us find out the possible reasons you're having the issue.

[Lisa Bruce]

Hi again @Ivan Lima 

it seems strange that the Issue Updated notification must be on for the Issue Commented notification to take place.  Is there another way to do this? 

They are separate lines in the Notification screen

any ideas?  we wrote a script listener to try and fix this (not working right) but would prefer to use Jira notifications, with Updates for Assignee OFF and Comments for Assignee ON

Atlassian Jira Project Management Software  (v8.5.12#805012-sha1:156decd)

it is end of Fiscal year for us, so many of these Comment notifications are urgent, and the Assignee is not getting them unless the Update one is also on.