No e-mail notifications by specific users

[Deleted user]

My e-mail notifications usually work, except for some specific people.

When they add a comment to the ticket, I do not get any notification, even though I'm listed as an observer on the ticket.

When our admin or any other people trigger a notification (by adding a ticket or commenting one) I receive e-mails.

Did anyone else encounter a similar issue? What can I do?

[Angélica Luz]

Hello @[deleted],

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to confirm if you are facing this issue on tickets from Jira Software or Service Management.

I can see that there are both products on your site, and if it's related to Service Management, it would be good to check if you are only a watcher on the ticket or if you are also a customer (like the reporter, participant, or member of an organization). 

If it's related to Jira Software, it would be good to check the notification scheme to make sure that the groups you are part of are set to receive all types of notification. 

Also, you can check with someone else who have the same permissions as you and have the same roles in the project, if they are facing the same issue.

Regards,
Angélica

[Deleted user]

Hi,

the issues stem from Jira Service Management. The ticket has been created by a customer. I, myself are a member of the organization, that the tickets are being sent to, the assigned person of the ticket and an observer.

My colleague, who added a comment to the ticket didn't get a notification as well.

Best,

Isabella

[Angélica Luz]

Thank you for the details, Isabella.

When you are an agent, it's important that you don't be added as a participant or added to an organization because when an update is added to the ticket, Jira won't know what notification should be sent to you since you are an agent and a customer at the same time. 

As an agent, you must be only the assignee and watcher. 

Please, go to the Customer's page, select the Organization, and remove your account from there. 

If you don't have access, ask for the project admin to remove you. 

My colleague, who added a comment to the ticket didn't get a notification as well.

By default, users don't receive updates from their own changes. To fix that, they must go to Profile picture > Personal settings and check all the boxes on "Get email updates for issue activity when".

[Deleted user]

Indeed, I was listed in the Customer-List. I'll see if it works... Thanks :)