One user is not getting email notifications when tagged in an internal comment

Question

I have one user that is not getting the email notification when I tag him on an internal comment using the @mention. The weird thing is that he got an email notification when I tagged him in a comment on the JSM portal.

On the portal, he was not the reporter. I was testing to see if a customer tagged someone if they would get a notification.

I have checked his personal notification settings and everything in enabled.

Other users are getting the notifications.

Does anyone have any idea why this is happening, it's a big concern as I don't know how many other users this will affect.

Thanks

Brandon Viertel · Answer

Afternoon @Brenda So ,

Can you verify the user's role on the source work item? You had said they were not the Reporter, but are they the Request Participant or in any other field on the work item? Also, is the user licensed and have a project role?

Here's some more docs on that: https://support.atlassian.com/jira/kb/agents-do-not-receive-internal-notifications-in-jsm-cloud/

Let me know if that helps!

Cheers!

Brandon

Steve S_ · Answer

Hello @Brenda So

If you are still experiencing this issue, try the following:

* Go to Space settings
* Go to Summary
* Go to Notifications section and click on Scheme
* Select the Notification Type you want to generate a notification and Add an action
* Select Single User and add the individual directly

If that doesn't work, it might be a permissions/role issue with the user or something on the account provider side (Azure account, dup emails, etc.)

Arkadiusz Wroblewski · Answer

@Brenda So

I have idea

JSM suppresses internal notifications if the user is also a customer (like the reporter or a participant) on that ticket. Try mentioning them on a fresh request where they have no customer role. If they get that email, it's a role overlap.

If they don't, check spam filters or open a ticket with Atlassian Support to investigate if this email is not landing by chance in the suppression list.

Rarely but not rarely and Possible.

Best,

Arkadiusz🤠