How to troubleshoot when users don't receive notifications?

Question

Hi Team,

In our neustarjsmuat instance, outgoing email notifications are enabled. I am receiving all the notifications when ever the issue is undergoing some changes.

But still, some of the users are reporting to us that they are not receiving notifications. What are the options that we need to troubleshoot to solve this?

Gustavo Moraes_ydczrr · Answer

Hey, @Bondili, Pushpitha Bai

If the option below is enabled, the customer and all "Request Participants" should receive a notification.

"When a comment that is visible to your customers is added to the request/issue, your service project sends all the customers involved on the request a notification."

This configuration is done inside the "Project Settings" menu.

Bondili, Pushpitha Bai · Answer

Hi Gustavo Moraes,

I created a ticket. I will be the reporter and the assignee is empty. When I try to add the comment as 'Reply to customer', will the reporter receive email notifications in that scenario?

Regards,

Pushpitha

Gustavo Moraes_ydczrr · Answer

Hey, @Bondili, Pushpitha Bai

Did you check the documentation below?

Configure email notifications | Atlassian Support

Configure notification schemes | Atlassian Support

Generally, the notification is affected mostly by the Notification Scheme.

Check if you're able to troubleshoot it based on this documentation.

Also, there's always the possibility of Outlook sending these emails to the wrong place (which happened at the company where I work). Double-check with one of the users if they're not receiving it under some random folder, spam, or anything like it.

Thanks!

Hope you solve it!