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:
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?
Hi @Adam Daigneau ,
Some things to check are:
Hope this helps,
- Manon
@Manon Soubies-Camy _Modus Create_
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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:
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
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Thanks @Manon Soubies-Camy _Modus Create_
I will need to open a support request. Appreciate the assistance.
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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.
regards,
Kai
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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.
Thanks,
Adam
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@Adam Daigneau I am having the exact same problem. Luckily this is not in production yet, but in testing, no comment notifications are working. Can you share what kinds of rules you changed to resolve the issue? I'd like to pass the info along to our Exchange admin. Thanks! Carla
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We seem to have similar issues, could you please explain the changes you have made in the rules section.
Best regards, Alexander
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Our issue was with an agent. Did you check the customer notification scheme? The customer's junk mail? The customer's notification preferences for Jira? All of those will affect the notifications.
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