Email replies added as comments do not trigger email notifications to watchers

Silvia Goljerova

(in JIRA software, not JIRA SD)

The email replies are added to the Ticket as expected.  However, they do not trigger email notifications to the watchers (as defined per permission scheme).

Comments added using the UI do trigger notifications to the watchers (as expected).

Since both actions above result in coments, the expectation is that they behave the same.  Any thoughts?

Thanks!

Silvia

 

 

Andy Heinzer

Are the watchers able to login to Jira, view that specific issue, and see these particular comments that way?   I ask because all of those things will need to be true in order to expect Jira to send out such notifications as defined in the notification scheme.  If they cannot do any of those things, then it doesn't matter if the notification scheme is set to send them a message, Jira won't actually do that.

Are other users on this issue getting such notifications?  Is it only the watchers that are not receiving these notifications?

When you look at this issue in Jira, is there anything different about the comment?  Such as a security scheme applied to the message? 

It might also help to try to use the Notification Helper in Jira in order to try to confirm that the user in question is actually expected to get a notification for Jira.  This utility is very helpful because it can often tell you why a notification is not being sent and how to easily correct it.