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[Patrick Stocker]

Hi everyone

We use JIRA Service Desk 4.6.1. It looks like that in some cases Watchers, Reporter neither the current Assignee gets an notification about a new comment. I already checked the following:

• On the Service Desk Project under Notification for Issue commented is set for All Watchers, Current Assignee and Reporter
• I checked our Maillog. It seems that no Mail has been generated by Jira

Does anyone know if this is a bug of the version 4.6.1 or what could cause this problem?

Thanks for your help!

Cheers
Patrick

[Dave Liao]

@Patrick Stocker - hi Patrick! I see you mentioned "in some cases". Have you figured out which cases are generating notifications, and which are not?

• Note Jira Service Management (formerly Jira Service Desk) has the concept of customer notifications, in addition to Jira's notifications: https://confluence.atlassian.com/servicemanagementserver/managing-service-desk-notifications-939926348.html (Yep, I know you're on 4.6.1; this article is for 4.14 but is broadly applicable to your Server version.)

• Review this troubleshooting guide for notifications in JSM: https://confluence.atlassian.com/jirakb/troubleshoot-email-notifications-in-jira-service-management-777026983.html

I reviewed the release notes for JSM a few weeks ago and I don't recall any bugs affecting 4.6.x that might be preventing notifications from being sent out, but here's a link to the release notes at large: https://confluence.atlassian.com/servicemanagement/jira-service-desk-release-notes-780083086.html

[Daniel Ebers]

Hi Patrick,

in case you haven't had the chance to use the Jira Admin Helper (Notification Helper) I'd give it a try.

The Notification Helper can you help figure out why a user didn't get an email notification when a comment was added. It's available from the view issue page, the issue navigator, and from Jira Administration.

Please note you have to be Jira Administrator to use it.

Some more information can be found here:
https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper

Regards,
Daniel

[Patrick Stocker]

Hi guys

Thanks for your suggestions. I'll check on them and let you know.

Regards
Patrick

[Dave Liao]

Good luck!