We are running Jira Service Desk 4.7.1 alongside Jira Software 8.7.1. We have multiple customer organisations that we look after and for some reason, in the last few weeks, something has changed that has prevented emails on Jira Call Tickets with updates being sent to a specific organisation.
So an assignment with an update and a shared comment won't be sent. Or a comment they is meant to be Shared with the customer, won't be sent. The only emails that get sent are the ones that are actually automatically sent to say your Call Ticket has been closed, 3 days after an operator has resolved it.
The emails never make it to the Sent items folder of the account we are using to send out the notifications. Unless it is for someone who is inside our organisation, in which case the emails will get sent.
We have check the Jira email queue and the error queue and there is nothing in there. Nothing appears to have changed. We use batched emails sending every 10 minutes, but logging a case, adding a comment, resolving it - and it still doesn't get sent after 20 minutes is a big problem for us, as is adding a comment in the form of an email and expecting it to have sent to the CEO of another organisation, and not realising it hasn't sent.
What should we look at next? We know the emails work, as is evidenced by the sending of the closure emails. I can't see anything wrong in the notification scheme, nor should anyone have changed anything in there.
