Not all comments are notified or processed

Harvey Calvin

Not all comments are notified or processed

1. customer sends mail to service@hcdesigns.nl
2. mail gets processed. Jira creates a SD issue
3. tech support replies on SD issue
4. customer gets notification of reply
5. customer replies the notification
6. customer reply gets processed. Jira creates a SD comment for issue.

Steps 3-6 are working most of the time. Just now and then, if we keeps replyen long enough, the following happens:

a. some (customer) emails are not processed (mail DID reach our email). But some are.
b. Sometimes customer does not get notification of tech support comments. WHEN this happens, all following comments are not notified.

Both situations are bad for us. But also imagine case b: we keep reminding the customer. After X days, we close issue. But in fact, customer never got a notification about our comments.

I have been searching the log files but can't find any errors about this. Thing is, it works. But suddenly, notifications are not sent.

Please help. If we can't fix this, we need to use other ticketing system

 

Best Regards,

Calvin

Kian Stack Mumo Systems

Hervey, 

This sounds as though this might be something that requires a bit more investigating and digging. As much as the community can do to help, this sounds like a scenario that might be appropriate to raise with Atlassian staff. 

 

I'd recommend raising a ticket with them as they can look through your log files, get details about your environment, ect that we won't be able to get!

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