Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

No email when comment is posted in Jira


when a new ticket is created, the author receives an email. If the ticket is closed as well.

However, if I write a comment (share with customers) then unfortunately this does not happen, in which case the author/customer does not receive an email.

The authorization scheme is set to default and in this the item "Process commented (system)" is set with "Current processor", "Author" and "All observers".

Where is my mistake? It would be important that the customers also get an email when the ticket is commented on.

1 answer

1 accepted

0 votes
Answer accepted
Muhammad Ramzan Community Leader May 26, 2021

Hi @Patrick Schoppe ,


Welcome to the Atlassian community.  Can you please go to Project Settings> Customer Notifications and there you will see a notification Public Comment, please review that one , if it turned off then please turn it on and also edit it and see if you are missing something there. 

Hope it will resolve your issue.

Hello @Muhammad Ramzan,


First of all, sorry, I'm new to Atlassian and Jira.

So I checked there, I can't turn anything on or off there. However, it is active and according to the "audit log" it created the mail even after commenting and the status "SUCCESS", but the customer did not receive an e-mail.

Muhammad Ramzan Community Leader May 26, 2021

Can you please confirm if all customers are not receiving notifications or only a specific customer? 


There might be a chance that , customer disabled the notifications from the profile. 


This article will help you to troubleshoot the issue.


I could now find the error, in the settings "Project Settings> Customer Notifications" one point was missing in the selection, now it works.

Many many thanks!

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

394 views 23 14
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you