When a customer writes a comment (as reporter) from the customer portal the agent assigned to the issue doesn't receive an email notification. Here are a few more details/settings: * Agents are also part of the costomers role. * Public comment added is enabled in Customer notifications * Under "Notifications", issue commented has notifications for reporter and current assignee. * If an agent writes a public comment, the reporter receive the notification. * In the Applications settings under jira service management configuration, I have the notifications should costumer receive jira notifications set to no (I don't want want reporters to receive notifications about internal comments) What am I missing?

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Agents don't receive public comments (made by reporter) email notifications

Andrea C

When a customer writes a comment (as reporter) from the customer portal the agent assigned to the issue doesn't receive an email notification.

Here are a few more details/settings:

Agents are also part of the costomers role.
Public comment added is enabled in Customer notifications
Under "Notifications", issue commented has notifications for reporter and current assignee.
If an agent writes a public comment, the reporter receive the notification.
In the Applications settings under jira service management configuration, I have the notifications should costumer receive jira notifications set to no (I don't want want reporters to receive notifications about internal comments)

What am I missing?

Accepted answers

All comments

Brant Schroeder

@Andrea C I would suggest using the notification helper in Jira. You can enter the agents name and the issue they are not getting comments on and select issue comment and it should tell you if everything is setup for them to receive these notifications.

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

Brant Schroeder

@Andrea C did you fix this issue?

Pip Weaver

But the notification helper doesn't allow you to check for email responses from the reporter. There are no options regarding reporters responses

Brant Schroeder

It would just be comments. An email response would be a comment.

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