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Notification not send

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

Thankslog.png

4 answers

Hello, 

Finally, a full reindexation has solved the issue. 

 

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

Hello, 

 

She is on the roles service desk Customers.

 

Thanks

0 votes
Brant Schroeder Community Leader Jan 05, 2023

@tuan quan 

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 

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

Brant Schroeder Community Leader Jan 06, 2023

@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?

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

Hello, 

Nobody have encounted this issue?  Or someone have an idea to solve this issue? 

Thanks

Brant Schroeder Community Leader Jan 11, 2023

@tuan quan When you use the notification checker are the individuals you are using @mention on have the ability to receive comments.  

Hello, 

 

How can I check that users have ability to receive comments? 

Thanks

Brant Schroeder Community Leader Jan 12, 2023

@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 

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 comment1.png2.png3.png

Thanks

Brant Schroeder Community Leader Jan 13, 2023

@tuan quan Is the person in the above example a customer on the test JSM project?  

Brant Schroeder Community Leader Jan 13, 2023

@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?

Hello, 

Yes they are customer on the JSM project. 

They have the role service desk team.

Thanks

Brant Schroeder Community Leader Jan 17, 2023

So they are a customer and are on the service desk team?

Hello, 

 

Yes. Some of them are in the Administrators group, but the issue still here regardless of the user's group. 

Thanks

Brant Schroeder Community Leader Jan 24, 2023

@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/ 

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