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Unable to send emails when we comments in the ticket- in share with Customer TAB

Dear Team,

Previously, When we comment in the share with Customer Tab, there used to be an email which used to get triggered to the Customer, but now all the settings seem to be same, Customers are not getting Email Notification.


Please advise.

Many Thanks


4 answers

H, Shirish;

please check;

1-Project setting-->Customer notifications-->Public comment added

2-Project settings-->Notifications-->Issue Commented



Dear @volkan_ciftci

Please find the attached screenshots for the same



Do I need to change anything else?

Many Thanks

Hi Shirish;

i guess,"Public comment" status is enable and "Issue Commented" status is same as "Issue closed"

Btw; using server or cloud ?


if server;Could you please check 

1-Administration-->Mail queue - Error Queue , 

2- (Home_directory)\Atlassian\Application Data\JIRA\log - check atlassian-jira-outgoing-mail.log  and other logs (you can enable Administration-->logging and porfiling-->mail) , meybe you should check mail server , also check mail account password is expired or not 



Dear @volkan_ciftci

We are using the self-hosted server.

1. There are no emails in Error Queue.

2. I need to check the log file


Just to keep you posted that, earlier email notification was working. We haven't changed any settings.

Many Thanks 

Hi  Shirish;

in addition, you could add your personel email adress as customer to your project. 

then add comment to get notification mail. You can track notification mail with your IT team. (from your jira notification mail to your personel mail adress)

Dear @volkan_ciftci,

I did try it. Sadly I'm not getting any notification email.

I tried to send a test email to see if the Outgoing email is working or not, surprisingly I am getting the test emails.


Many Thanks,

Hi Shirish;

please also check below links  

troubleshooting link 

User not receiving email notifications


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