We've noticed twice now in the last week that customers didn't receive a notification email after an agent did a public comment on an issue. We are using Jira Service Management cloud and a Team Managed Project. In both cases the customer had replied to an earlier comment made by the agent, but did not receive an email for a later comment from the agent. In both cases the customer in question is set as the reporter, and should be getting notifications. I tried using the Notification Helper for the customer and the Issue in question and set the Notification Event to Issue Commented, and it says, "the customer does not receive notifications for the 'Issue Commented' event", and it also says the customer "doesn't have permission to view 'the issue'". I've ran mail traces in Exchange Online to prove that the Notification Emails from Jira are not coming through in these cases we've found, but I also see plenty of other notification emails from Jira going to other customers that are going through. We have identified this issue with two different customers, using different request types.
I've gone through much of the documentation for customer notifications in Jira Service Management Cloud and for Team Managed projects, but I haven't found a reason that could be causing this yet.
Any help would be appreciated! This problem is scary, because we don't have a scope of how often this is happening or why and it can really reflect poorly on our service if our customers think that we are not responding to their issues.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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