No e-mail notifications by specific users

Question

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?

unknown · Answer

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

Angélica Luz · Answer

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".

unknown · Answer

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