Email Notification is not receiving to Reporter after commenting(Publicly) on a ticket by Asignee or

[Dinonath Khan]

Hey There,

We are encountering an issue with the "Email Notification - Once Commented (Public Comment)" feature in Jira Service Management. Specifically, customers and reporters are not receiving notifications when a public comment is added by the assignee. However, email notifications are functioning correctly for other events, such as when a ticket is created via email request or when the ticket status is updated to "Completed." For your reference, I have attached a screenshot illustrating the issue.

[Florian Bonniec]

Hi @Dinonath Khan 

Does it happen with all your customer or just some of them ? Configuration seems right.

Regards

[Dinonath Khan]

Hi @Florian Bonniec 

While some customers and reporters are receiving notifications for public comments added by the assignee, others are not receiving these notifications.

[Dinonath Khan]

Hi @Florian Bonniec ,

Could you please address what can be the issue

It will very helpful

[Florian Bonniec]

If in some use case they some receive the notification but for some other they do not, I would guess it could be an issue on the mail server side with the notification being added in the spam folder.

Also exclude person who cause the issue is checked so they will not receive it if they added the public comment.

Regards