Agents not receiving external comments as emails

Question

Jira Cloud.

Users granted agent role no longer receives emails for external comments.

I had a customer email as reporter in an issue and all external comments are sent as emails. Same email was invited to Jira and added an agent role and no longer receives external comments as emails.

I've looked everywhere for any logs but can't find anything...running in circles now :(

Himanshu Tiwary_go407r · Accepted Answer

Hi @Andreas Sundvall ,

I encountered the same issue earlier.

Once the user is made an agent, Jira does not send emails regarding external comments, as the user is not a customer anymore.

In my case, I removed the role of the agent and made the user a customer again, and the emails regarding the external comments started working again.

https://confluence.atlassian.com/jirakb/troubleshooting-why-a-user-did-not-receive-a-customer-notification-from-a-jsm-request-1142448401.html

Arkadiusz Wroblewski · Accepted Answer

Hello @Andreas Sundvall

This is actually by design in JSM, once a user becomes an agent, they're no longer treated as a customer, so customer notification rules (like external comment emails) no longer apply to them.

As @Himanshu Tiwary  mentioned, reverting them back to a customer role restores those emails. But if this person genuinely needs to be both an agent AND receive those notifications, a workaround is to add them as a request participant or watcher on the issue, that way they get notified through the agent notification scheme instead

Also worth reviewing your notification scheme under Project Settings > Notifications to make sure agents are covered for the events you care about.

Gunjan Kumar_xl3r1p · Accepted Answer

Hi @Andreas Sundvall

When the user was just a customer, Jira automatically sent them emails whenever someone added a public (external) comment. That’s how customer notifications are designed to work. But once you made them an agent, Jira stopped treating them like a customer and started treating them like an internal user. Because of that, those automatic customer emails are no longer sent to them.

Now, as an agent, they will only get emails if they are included in the project’s notification setup (for example, as a watcher or assignee). So nothing is broken Jira is just switching how it handles notifications based on their role.