User doesnt get notifications from -some- other users

Question

I have a user on my board that doesnt get notifications via email from some other members of the team.

Example:

A tags B on issue. B gets notification via email.

C tags B on issue. B does not get notification.

This is overall on multiple boards.

B and C have the same role on the boards and both are external users, while A is internal user/owner of board. Can this matter?

All personal notifications have been checked and are correct. This seems to be a mismatch on the level user-to-user?

Valerie Knapp_dpp5c6 · Answer

Hi @Karin Reimertz , thanks for your response and for clarifying. I thought this was a service management project because of the tags in this question. I will remove them to indicate that this is a Jira Software project instead.

For the actual issue, I have also tagged Atlassian support into this as this is likely a case where it would be beneficial for someone to have access to your configuration to help you troubleshoot this further.

Cheers

Karin Reimertz · Answer

Thank you. Sorry for the late reply, had some month end closing I had to prioritize.

Project is not a Service project but a Software project, so I do not have "Customer notifications" under project settings.

Yes, B and C are external users, whereas I am (A) is Jira owner. Notifications work between B and other external users, as well as between C and other external users. It is only between A and B they do not work.

We have checked spamfolder, email rules etc.

Valerie Knapp_dpp5c6 · Answer

Hi @Karin Reimertz , welcome to the community and thanks for your question!

Please can you clarify, B and C from your example are customers? where A is an agent?

There are two sections in the project settings relating to customers -

and this

Please can you check, for example, that the customer notification is enabled for the action that the other customer is triggering? Sometimes people turn some of the notifications off as they can create a lot of 'noise' when customers tend to only want to hear about the ticket if it has been advanced in some way.

Please give us your feedback and either I or someone else will try to help.

Cheers