Comment on a work item didn't go through - neither as a comment nor as an email

Question

Hello,

I have a space named "Project A". In this space, one of my clients creates a work item (ticket). When I comment with my answer to his problem, no alert or notification is sent to the reporter, nor an email to inform him that I have answered his question.
-> How can I trace back the problem?
-> Why did this happen?
-> How can I prevent it from happening again in the future?
-> What steps should I follow to trace back a problem?

Thank you in advance for your answer!

Sincerely,
Alexandros

Cristian Quiroz Garcia - NTT DATA · Answer

Hi @aasimakopoulos

Glad it helped! If my response answered your question, feel free to mark it as Accepted Solution so others with the same issue can find it quickly. 😊

aasimakopoulos · Answer

Hi,

Thank you very much for the detailed explanation, it's very helpful!

I'll look into it and come back if I need any further clarification.

Thanks again for your help!

Alexandros

Cristian Quiroz Garcia - NTT DATA · Answer

Hi @aasimakopoulos ,

This is typically caused by one of the following:

* The reporter's notification settings are turned off — they may have disabled "Someone comments on an issue I'm watching/reported"
* The project notification scheme doesn't include "Reporter" for the Issue Commented event

* The reporter isn't watching the issue and the scheme requires it
* The email went to spam or was blocked by their mail server

How to trace it

Go to Space Settings → Notifications and check which roles receive alerts on the Issue Commented event — confirm Reporter is listed

How to prevent it

* Verify your notification scheme
* Whitelist Atlassian's notification domain with the reporter's email provider

Hope this helps! 🙌