You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
Next: Root
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
Hello,
I have an issue with the notifications since 1 month (it worked well before).
When we add a public comment with a @User, a notification is send to the user who had created the issue, but not to the user noted. it works correctly on the test environment.
Production logs below for the issue SUP-69911
Thanks
Hello,
Is there someone one your team who is enable to look at the logs?
Do you think that an upgrade could resolve this issue?
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Have you tried using the notification helper to ensure that the user's permissions are set up correctly? I would take a look at this and see if it provides any errors https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello,
This kind of notification (notify a user when he is mentionned into a comment) is not sent by defaut? I have already used this tools but this can of event is not into the list.
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
@tuan quan It should just be a comment. Are they checking out on the tool to receive comments on the issue that they are not being notified on?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello,
yes that the idea. When we want to notify someone who doesn't participate to the issue, we use the fonction @User in order to send him a notification.
It worked before, and it still works on the test environment.
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello,
Nobody have encounted this issue? Or someone have an idea to solve this issue?
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
@tuan quan When you use the notification checker are the individuals you are using @mention on have the ability to receive comments.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
@tuan quan you can use the notification helper. You will select the user, issue and the notification (comment) to see if the user should be getting them. https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello Brant,
In the notification Helper you mention, the event notification (comment) doesn't match this the notification send when we mention someone with the @user
I send you an example from our test environment.
I have mentioned a user who have no rights on the ticket, but she receive an email when I mention her in the comment
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
@tuan quan In production is the user that you are tagging a customer in the JSM project? Are they only a customer or do they have other roles as well?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello,
Yes they are customer on the JSM project.
They have the role service desk team.
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
So they are a customer and are on the service desk team?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hello,
Yes. Some of them are in the Administrators group, but the issue still here regardless of the user's group.
Thanks
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
@tuan quan How are your customer permissions setup in test and prod, are they the same? https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.