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The customer is not receiving comment notifications

HI Everyone,

Hoping to get some guidance on a situation we are running into. We have been using Jira Service desk for a few months now and everything has been working as expected. One thing that has been noticed is that customers are not getting comment notifications. 

Here is what I have checked:

  • Customer Notification's is setup to send notifications when a comment is added
  • Notification Scheme is also setup to send notification when a comment is added
    • setup to send to All Watchers, Current Assignee, and Reporter
  • I've checked Notification Helper - says the person should receive a notification

Here is the interesting piece. As an Admin, I went in and added a comment to the ticket then the customer gets a notification. This seems to be a problem only when the assignee adds a comment to the ticket. Thoughts?

1 answer

0 votes

Hi @Adam Daigneau ,

Some things to check are:

  • Does it happen to several customers? All of them?
  • Does the customer receive an email upon request creation?
  • Did the customer click on "Don't notify me"?

Screenshot 2019-10-17 at 10.59.51.png

Hope this helps,

- Manon

@Manon Soubies-Camy 

  • Seems to be happening across the board
  • Yes - customer does receive an email upon request creation
  • No the customer did not click on "Don't notify me" - They do get responses when I add a comment but I am not a part of the ticket. 

Hi @Adam Daigneau ,

I'm sorry my notifications are broken and I didn't see your reply. Did you fix the issue? If not, did you make several tests like:

  • Add a comment as the assignee
  • Add a comment as an agent that is not the assignee
  • Add a comment as the project admin

If customers receive notifications only for some of these comments, then it looks like a bug and you should raise a support request to Atlassian.

- Manon

Thanks @Manon Soubies-Camy 

I will need to open a support request. Appreciate the assistance.

Like Manon Soubies-Camy likes this

Hi @Adam Daigneau ,

did got a feedback within your support request? We've near the same problem and will be happy for every possible solution.

Otherwise i also raise a support request, too.




We worked with support and after looking at the the logs it seemed to be a problem with our mail server setup (Not Jira). Once to changed some of the rules we got it to work.




Like Manon Soubies-Camy likes this

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