HI Everyone, Hoping to get some guidance on a situation we are running into. We have been using Jira Service desk for a few months now and everything has been working as expected. One thing that has been noticed is that customers are not getting comment notifications. Here is what I have checked: * Customer Notification's is setup to send notifications when a comment is added * Notification Scheme is also setup to send notification when a comment is added* setup to send to All Watchers, Current Assignee, and Reporter * I've checked Notification Helper - says the person should receive a notification Here is the interesting piece. As an Admin, I went in and added a comment to the ticket then the customer gets a notification. This seems to be a problem only when the assignee adds a comment to the ticket. Thoughts?

Our issue was with an agent. Did you check the customer notification scheme? The customer's junk mail? The customer's notification preferences for Jira? All of those will affect the notifications.

So you did not have the issues with a Customer?

Our one user with the issue was not set up with the correct role, so she is now all set.

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The customer is not receiving comment notifications

Adam Daigneau_jlp3xx

HI Everyone,

Hoping to get some guidance on a situation we are running into. We have been using Jira Service desk for a few months now and everything has been working as expected. One thing that has been noticed is that customers are not getting comment notifications.

Here is what I have checked:

Customer Notification's is setup to send notifications when a comment is added
Notification Scheme is also setup to send notification when a comment is added
- setup to send to All Watchers, Current Assignee, and Reporter
I've checked Notification Helper - says the person should receive a notification

Here is the interesting piece. As an Admin, I went in and added a comment to the ticket then the customer gets a notification. This seems to be a problem only when the assignee adds a comment to the ticket. Thoughts?

Accepted answers

All comments

Manon Soubies-Camy

Hi @Adam Daigneau ,

Some things to check are:

Does it happen to several customers? All of them?
Does the customer receive an email upon request creation?
Did the customer click on "Don't notify me"?

Screenshot 2019-10-17 at 10.59.51.png

Hope this helps,

- Manon

Adam Daigneau_jlp3xx

@Manon Soubies-Camy

Seems to be happening across the board
Yes - customer does receive an email upon request creation
No the customer did not click on "Don't notify me" - They do get responses when I add a comment but I am not a part of the ticket.

Manon Soubies-Camy

Hi @Adam Daigneau ,

I'm sorry my notifications are broken and I didn't see your reply. Did you fix the issue? If not, did you make several tests like:

Add a comment as the assignee
Add a comment as an agent that is not the assignee
Add a comment as the project admin

If customers receive notifications only for some of these comments, then it looks like a bug and you should raise a support request to Atlassian.

- Manon

Adam Daigneau_jlp3xx

Thanks @Manon Soubies-Camy

I will need to open a support request. Appreciate the assistance.

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