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while giving team in ticket comments some users getting notification other not getting

Abilash

Hi Team,
In my org, the previous employee created the Infosec team and added two members. I have now added one more person, but when @INFOSEC is mentioned in a ticket comment, only the original two users receive the notification, and the new user does not. Could you please help confirm whether any permission, license, or automation rule needs to be updated for the new user to receive notifications? I’m unable to find a solution so far. image (39).png image (40).png

Accepted answers

Marc -Devoteam-

Hi @Abilash

Are you yourself the new user?

And have you made changes in your account profile to not receive updates on your own actions?

All comments

Marc -Devoteam-

Hi @Abilash

Are you yourself the new user?

And have you made changes in your account profile to not receive updates on your own actions?

Abilash

okay let me give the other screenshot .

We added Neeraja, Isha, and Shrey along with the existing members, but the newly added users are not receiving notifications when @Marketing Science is mentioned in ticket comments. We are unable to identify what configuration the previous employee changed. Please help confirm whether any permission, notification setting, group mapping, or automation rule needs to be updated so the new users also receive notifications.

image (41).png image (42).png

Jason Krewson

Hey Abilash,

I would recommend having these users click on the gear at the top right > click notification settings > and make sure they have notifications turned on.

notification settings.png

Abilash

Hi @Jason Krewson ,Thanks for response,they are getting mail and notyification

directly mentioned (for example, @John Smith),but when mention team not getting .

Jason Krewson

Sounds good, so that rules that part out.

I would recommend comparing the users that are not getting notifications to the ones that are. Group membership, project role, and project permissions would be a good place to start.

Also make sure they have the "Browse Project" permissions in the project the team is being mentioned in.

John Funk

Hi Abilash - a couple of questions.

1. Did you try the tagging pretty soon after the users were added to the Team? Say within an our or two? If so, then maybe try it again now that some time has passed.

2. Is the Team tied to a Group in Jira? Or is it just a stand alone Team with members directly added to it (versus to the Group)?

Abilash

as checked in that project have browse project permission have this
image (43).png

Abilash

@John Funk ,Thanks for response, tried when added and after 1hr same issue.
the team is not tied to group, its stand alone team with members added directly.
another question that this users should have access to that project with service desk team Role to get the notification.

Marc -Devoteam-

Do the users you add , have the correct permissions?

Abilash

have this permissions and yes yesterday added them in project with service desk Team role.
image (43).png

John Funk

I think we have exhausted the help we can give you here. I suggest you open a support ticket with Atlassian so they can delve into it. Please post back here with the resolution, as we would all be interested in the cause.

https://support.atlassian.com/contact#/

Best of luck!

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