Do @ mentions in JSM comments still send an e-mail or add the user as a requested participant?

Question

I have a user who says @ mentions in a JSM project is no longer sending then an e-mail. I don't recall it ever sending the e-mail, just adding as the requested participant.

I've read a few places where that functionality doesn't work anymore. I'm running Jira 10.3.7.

Can anyone help me understand so i can let my user know or fix it so they receive e-mails?

Thanks.

Jeramy · Answer

The user is an agent. It's being done within the JSM UI by other agents.

I noticed that the ticket he was complaining about was created within Jira and not the portal. This means the issue's request type was blank/empty. If I remember correctly that field needs to be populated before JSM will send any e-mails.

Do you know if that is a correct statement?

Trudy P Claspill · Answer

This appears to be the other post you're referencing:

https://community.atlassian.com/forums/Jira-questions/Do-mentions-still-add-users-to-an-issue-watch-list/qaq-p/3075166

Is the user a Customer or an Agent?

Is the mention being done within the JSM UI by an Agent or by a Customer through the Portal?

Jeramy · Answer

Hi @Trudy P Claspill

I have brought this issue up before, but for some reason I can't seem to find that post. Sorry for posting again.

The project in question is a JSM project. The user who created my ticket saying they are not getting e-mails does have browse permission to the project. The comment where they were tagged is a public comment.

The project is configured to send e-mails on comments to the "Customers involved", but not the person triggering the comment. However, I read that somewhere tagging users in JSM projects (we are on version 10.3.7) no longer added users to the requested participants list.

Thank you for your assistance.