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CONVOTIS Schweiz AG

Hi everyone

We use JIRA Service Desk 4.6.1. It looks like that in some cases Watchers, Reporter neither the current Assignee gets an notification about a new comment. I already checked the following:

• On the Service Desk Project under Notification for Issue commented is set for All Watchers, Current Assignee and Reporter
• I checked our Maillog. It seems that no Mail has been generated by Jira

Does anyone know if this is a bug of the version 4.6.1 or what could cause this problem?

Thanks for your help!

Cheers
Patrick

Dave LIAO

@CONVOTIS Swiss Cloud - hi Patrick! I see you mentioned "in some cases". Have you figured out which cases are generating notifications, and which are not?

• Note Jira Service Management (formerly Jira Service Desk) has the concept of customer notifications, in addition to Jira's notifications: https://confluence.atlassian.com/servicemanagementserver/managing-service-desk-notifications-939926348.html (Yep, I know you're on 4.6.1; this article is for 4.14 but is broadly applicable to your Server version.)

• Review this troubleshooting guide for notifications in JSM: https://confluence.atlassian.com/jirakb/troubleshoot-email-notifications-in-jira-service-management-777026983.html

I reviewed the release notes for JSM a few weeks ago and I don't recall any bugs affecting 4.6.x that might be preventing notifications from being sent out, but here's a link to the release notes at large: https://confluence.atlassian.com/servicemanagement/jira-service-desk-release-notes-780083086.html