Other agents do not get e-mails with comments when issue status has changed

Question

Hello,

we migrated our Jira from Server to Cloud about 2 weeks ago and now we have the following scenarios:

Scenario 1:

A customer raises a ticket in our  Service Desk A. The ticket is in the initial status "Waiting for support".  Now we change the status to "resolved" and the Issue Screen appears where I can leave a public comment. Then a mail is beeing send to the customer with the comment I wrote in the screen + the information that the status is changed to Done.

Scenario 2:

An agent of another Service Desk (B) raises a ticket in our Service Desk A. The ticket is in the initial status "Waiting for support".  Now we change the status to "resolved" and the Issue Screen appears where I can leave a public comment. Then a mail is beeing send to the agent but only with the information that the status is changed to Done. Here, the comment is not in the mail.

Now my question is:

Why do customers get the comment in the resolved mail and the agent does not? How can we get that the agent also receives the comment in the mail?

The Agent has the following jira group permissions:

- jira-servicedesk-users

- jira-servicemanagement-customers-xxxxx

- jira-servicemanagement-users-xxxxx

- jira-software-users-xxxxx

- jira-workmanagement-users-xxxxx

Thanks und regards,

Steven

Steven Schlorff · Answer

rejoiced too soon...

The colleague with whom I tested the case successfully yesterday, informed me today that the comment was not in the closing email again. The only thing different now is that another colleague of my Servicedesk closed the Issue, not me.

Is there any way that a user permission is responsible for that?

Thanks and regards

Steven

Steven Schlorff · Answer

Hello @Adolfo Casari ,

your hint was perfect!

At the time i investigated our notifications schemes i saw that there was a notification type named "An issue is updated by a workflow transition (generic event)" which had no recipients.

It seems that the migration didnt transfer them ?!

After i added "All Watchers, Current Assignee and Reporter" like in the other types, the problem was solved and now all other agents will also receive the comment in the resolved mail.

Our problem is solved!

Thank you and regards

Steven

Steven Schlorff · Answer

Hello @Adolfo Casari ,

thanks for your reply!

Where can I see which type of notification the reporter gets?

I do not know if this is the right point where I have to look at but in the project settings => Notifications I can see that my project is shared by "Default Notification Scheme (migrated)". Among others, there is a notification Type "An Issue is resolved" and "Someone made a comment". For both, the Recipients are All Watchers, Current Assignee and the Reporter.

Thanks and regards,

Steven