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Inconsistent notifications for @mentions

Miles Tillinger

In the attached screenshot you can see my name has been @mentioned by the user, but this notification email is not as a result of the mention. In this case (and inconsistently) I have not been sent any notification email with 'mentioned you' in the subject, which I rely on for filtering in gmail.

Is there some hidden logic for when this email notification is or isn't sent?

Accepted answers

All comments

Mauro Badii

Hi Miles,

I would suggest the email was sent because your are a watcher of the issue where the comment was done. Check the Notifications Sections of that project and the Roles to see if you are in any group or Role that would be notified on comments done to an issue.

You are added to the watchers list every time you comment on an issue so generally after commenting on an issue you'll be kept updated of the comments and other activities according to the Notifications Scheme.

If you are on OnDemand and would like more personalized help about it, feel free to open a support request at support.atlassian.com

Cheers!

Miles Tillinger

My question was simply: Why was I not sent an email notification for the @mention of my username?

Filipe Guerra

I agree. I also use this on my filters in GMail and if my name is there I should receive the subject as "mentioned you". Please add this feature. Thanks.

Zul NS [Atlassian]

I believe the same apply as mentioned in here, where JIRA will only send the first encountered email intendent for a recipient.

Miles Tillinger

Thanks, that's the answer I needed.

The problem is that there is nothing 'unique' about the email subject, therefore it's next to impossible to filter it effectively.

Andrew Parker

Has anything been done about this issue? It's really causing me problems as I can't reliably keep track of when someone asks me a specific question by mentioning me. I can't filter by my name as Gmail's filters seem to apply that to every Jira email. I'm guessing this is because my name is also in my email!

The only workaround I could come up with is to disable autowatch and be much more restrictive about what tickets I listen for. This isn't really a good solution though IMO. Plus, there's no way to unwatch in bulk so unless I find a hack to unwatch I'm still going to get spammed for the foreseeable future until these tickets become inactive.

Lauren Summerlin

Not sure if you may be running into this as well, but I realized that when you mention someone in a comment, they are only emailed if they are mentioned in the very first comment in an instance. Say I highlight text, comment on it and mention @JamesBond. James will get an email notification. But, if I reply to that comment and mention @Dr.Evil, he will not receive an email.

This is silly, any one who is mentioned should be notified!

Leonie Wolf

Is there a solution for this problem now?

Because I can't find an answer but it would be very important for me.
I can't believe JIRA doesn't deal with this issue!

Wouter

We have the same issue.

We ONLY want an email if the user is specifically mentioned in a comment
Our Outlook filters for "mentioned you" which works fine, until you are added as a Watcher of the issue - then it sends out a regular notification email which is filtered to Trash by our Outlook rules (on purpose!) (Poor user experience!)

Wouter

We would only want users to receive en email notification of an @mention at the moment they are mentioned in a new issue or new comment.

Rick_9cqhdt

+1 for Wouter!

Roos

+1 for comment of Wouter

Will Gerber

Ran in to this issue took me hours to solve it and I am a pretty experienced SysAdmin with almost 20 years of experience. Turns out it points back to my directory server. How, you ask? We use AD, and it turns out that you MUST have an email address populated in the user's 'email' attribute fielding AD. Under user properties, General tab, email field. If you are using Jira's internal directory, the email address is a required field for every user so that should work every time. If you are using AD, talk to your SysAdmin, unless you are your own SysAdmin in which case do it yourself, and have him/her update the 'email' field for all users that need this feature enabled. I would suggest telling them to do it site wide. This resolved my issues with email notifications on mentions. First, send a test email from jira. Make sure the user you use to send email from Jira has the right password and all your email settings are correct. If you can send test emails from Jira and users are receiving them, then your email stuff is squared away and you likely don't have email addresses defined on your directory. Try that, it fixed my issues.

Dwight Ivany

+1 to fix this.

This has been causing our team a lot of grief for some time. Essentially there is a culture of saying @mentions don't work in JIRA, and people miss key updates.

For me I had, constantly have to remove myself as a watch from tickets, so that I have some chance of seeing @mentions.

Absolutely need the text "mentioned you" in the subject line of the email, which does not appear to be the case, if you are a watcher, or assignee. Those are the tickets that I would care about most.

Adam McMillan

+1 to get this sorted out. Reading through these comments, I can't seem to replicate the leading cause. But applying filters in my gmail reveals a bunch of JIRAs where my name is mentioned, but I get no "Mentioned You" email

Greg Auger

Why is it so critical to have "mentioned you" in the Subject of the email?

An alternative that has worked for me is for the Outlook filter to examine whether my name appears in the email body.

Adam McMillan

I'll try that but I had mixed success with that before in gmail

Adam McMillan

Yeh that doesn't work, because I group emails into conversations, so then the whole conversation is marked as needing my attention, where really there was just 1 email in the thread that mentioned me

Adam McMillan

For some reason it works differently to filters based on "mentioned you" in the subject. That just seems to filter way better

Bilal Azam

Hi Guys, Filtering it by my 'name' has helped me pretty well in this situation using the Outlook client.

Chris Monkiewicz

We just transitioned from Outlook to gmail which seems incapable of filtering on exactly "[~firstname.lastname]", instead finding "firstname lastname" in every single email, so that solution is out the window.

Atlassian, why is it that 5 years later we're still talking about this bug? Do you guys ever fix major usability issues?

İrfan Özdemir

It's 2018, we still have this issue, please fix it Atlassian

Kristina Haggård

I have just found that if single user is set to receive notifications when someone comments on an issue, JIRA won't send @mentions notifications to these specific users if they are mentions in the comments. Somehow and for some strange reason Jira chooses to send the comment notification instead of the mentions notification in these cases.

Removing single user settings from the notification scheme resolved our problems with inconsistent mail notifications when mentioning each other.

This actually made my day!

Maybe this can help other teams as well.

I just don't get why the single user choice for comments overrides mentions.... Why would one need to exclude the other? And who says I don't want the get both?..

V T_wlszqt

It's 2019, issue registered in 2013 still causing problems.

More than 6 years of lost notifications.

Wow...

Adam McMillan

We had to implement a new "Needs attention" field just so you could keep track of things that needed your attention.

What a waste of time

V T_wlszqt

The way Gmail treats names and email complicates the solution

I went and removed space from my name in JIRA profile: Name Surname to NameSurname

This way it became possible to filter for text string without Gmail treating that as name

Here's a Gmail filter I use to filter out things not mentioning me:

from:(jira@yourdomain.atlassian.net) to:(me) -{"mentioned you" NameSurname}

Chris Monkiewicz

@V T, good hack, but for large orgs with naming hooked into LDAP/AD this is not a feasible workaround.

Dwight Ivany

This is helpful hack for me.
So with two filters I get close to what I want and need with a tracking tool.

Thank you,
Dwight

V T_wlszqt

We got the redesign, but not the fix for inconsistent mentions! ;D

V T_wlszqt

This also stopped working due to some change in the way accounts are working now in JIRA

V T_wlszqt

There's a way to unwatch in bulk in cloud version of JIRA at least now.

Yes, I know it was written in 2014

Still unwatching doesn't help, notifications without mentions are still coming.

Dwight Ivany

Anybody else getting "You wrote it. They loved it." emails from Atlassian indicating how popular this thread is. Funny that they have a robot bringing attention to how poor their application works. This is only popular, because so many of their users and customers are suffering bad implementation that makes it hard for teams to update each other with a simple @mention

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