Not receiving email notifications when a service request is commented on by customer

Question

I have just had an issue where a customer has commented on a service request, but no email notification has come through.  I have tested this out on a test request and no email received.  This has only just stopped working as has been working fine for a long time - any ideas?

Angélica Luz · Answer

Hello @Beyond Support Desk,

Thank you for reaching out to the Atlassian Community!

Checking your email address and also the domain on our tools, it didn’t return any bounces or blocks.

Also, the notifications show as delivered.

If you received notifications regarding comments of all tickets (even those where you were not the assignee or watcher), it’s necessary to check if the notification scheme was changed.

Since there are no bounces from our side, please, check with the project administrator if something changed on the project settings and permissions.

Kind regards,
Angélica

Jack Brickey · Answer

Is this a CMP project? If so can you please share the details of your notification scheme? Also when testing this please be sure that you are not the agent and customer to avoid the fact that a user is not notified of their own updates (unless configured to do so).