Notification mail for internal comments in Service Desk Project

[Ana Nymas]

Hi,

in one of our service desk project, watchers don't get notification for internal comments (only with @-mention). In another project the notification for internal comments works without @-mention. Does anyone know what is the reason for this or in which setting this can be changed?

Many thanks and greetings

[Florian Bonniec]

Hi @Ana Nymas 

It's porbably the Notification Scheme that is different.

The project where the user do not receive notification except using @ use a notification scheme that do not have watcher configure for the update issue event or comment even depending on what event you expect to send emails;

Regards

[Ana Nymas]

Hi @Florian Bonniec 

thanks for your message.
In the notification scheme, the event "issue commented" already has "All watchers" in the notifications. And there is no distinction between public and internal comments:

Do you have another idea?
Best regards

[Ivan Filatov]

Hi @Ana Nymas 

did you solve your problem?

Why did it happen?

[Florian Bonniec]

Hi @Ana Nymas, sorry I missed the notification for you reply. 

Public Comment notification are configured in the customer notification menu.

Internal Comment are manage by the Notification Scheme except if you have an app that bypass that.

Did you try to debug using the notification helper ?

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Regards