no email notification being sent after a comment to a ticket author

Question

Hello,

We have now had the problem twice that a comment for the customer was not sent by email to the email address stored in the ticket. I see the comment in the ticket. However, no email communication is displayed for this ticket in the Jira email log at this time. Other comments in the same ticket were sent. How can I ensure that the ticket comments are sent?

Rebekka Heilmann (viadee) · Answer

If you've got a custom email you can check the Email server. With the default atlassian.net you can't check it, only "ensure" that the settings are correct.

You can never be 100% sure, as the customer's firewall may also become an issue from time to time.

Sven Rau_pgjkns · Answer

Ok, how can i ensure if i write comment to the costumer gets a notification/email?

Rebekka Heilmann (viadee) · Answer

@Sven Rau the Email logs only show incoming Emails. The "New Comment" entries are replies from the Customer that (s)he sent per Email rather than commenting in the Portal.

Outgoing notification Emails are not logged - neither "normal" Jira nor Customer notifications.

This is all in order.