Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,932
Community Members
 
Community Events
165
Community Groups

Some comments on ticket not generating email notification to reporter

Multiple comments added by the same agent do not result in multiple email notifications to reporter. 
Instead, only the first comment added results in email.
Additional comments added by agent (within several minutes of each other) do not result in email to reporter. 

We need to resolve this, as important follow-up comments are not being communicated to the reporter. Thanks!

Steps to Recreate: 
Agent adds comment1 to ticket. 
Reporter receives email notification as expected. 

Agent adds comment2 to ticket.
Reporter DOES NOT receive email notification as expected. 


11.png

3 answers

1 accepted

0 votes
Answer accepted

The email handler batches messages in one-minute groups. I did some testing on our end and found that a one-off comment will generate a notification email almost instantly. Subsequent comments/actions were batched into 1-minute groups.

Have you confirmed your email client isn't grouping them into conversations and that any spam filtering isn't blocking based on rate-limiting or anything like that?

There is nothing in our Exchange server that might be blocking or limiting emails. 
We did additional tests, and finding now that even comments added 24 hours apart are not being sent to the ticket reporter. 
A comment added by me on May 4 was emailed to the reporter. 
However, a comment added on May 5 was not emailed to the reporter. 
Very strange, any other ideas?   Thanks for your help so far!

Thanks and mystery solved!
You were correct. When we checked 365 Defender/Quarantine last night, we noticed that some JIRA emails were being incorrectly marked as phishing, and held in quarantine. 
So no issue with JIRA at all, but rather with Microsoft. Your ideas helped a lot, thanks!

Suggest an answer

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

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

232 views 0 6
Join discussion

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