JSD Reporter not getting a mail when public comment is entered

[Wim Abts]

Hi, 

We have the following: customer complained he didn't get a notification mail after he entered a comment on a ticket.

I know that he shouldn't get a notification for his own changes so that is 'normal behavior' but the customer is using an generic email address on several user accounts and states that even when he shouldn't get a notification, someone else in the same organization should have (and they have the same email address as him).

Could it be that Jira detects that this is the same mail address as the reporter and therefore not sends a notification to that mail addresss?

[Liam Green · Accepted solution]

Hi @Wim Abts 

Essentially, yes.  If the email address he is using is the same as someone else then Jira will not send a notification to that email as it thinks the reporter sent it.

You could change that account so that the account is notified of its own changes.

Hope that helps, 

Regards, Liam

[Wim Abts]

Hi @Liam Green 

Where can i change that?

[Liam Green]

Hi @Wim Abts 

The user would need to go into their profile and make the change.

I cannot find the document to do this on Server, but this article shows you on Cloud so hopefully the steps are similar: https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

Regards, Liam

[Wim Abts]

But this is a customer account in JSD, not a Jira user.

It seems to me that there is only a global setting on project level that can be changed but i don't think all customers would like this...

Other solution i suggested was to create a generic customer account with that specific mail address and change all other users to their own mail address and than include the generic account in the customers organization.
This way this account would get notified when someone else enters a comment.

Does this sound ok?

[Liam Green]

Hi @Wim Abts 

Of course, sorry - I had completely overlooked that!

Yes, your suggestion would work - it seems a bit clunky, but without being able to change customer notifications on an individual level I cannot think of an alternative solution.