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
4,301,215
Community Members
 
Community Events
165
Community Groups

Users not receiving emails when a ticket is commented on.

Hello,

I have an interesting issue where I have users not getting emails when a ticket is commented on. The annoying part is that it seems completely random. 1 user won't be able to get emails from comments on 1 ticket, but then they will be able to get them from another in the same project with the same request and issue type. The only difference that I can see is when someone else makes the ticket for them and the person creating it is different. Has anybody else had this issue? This is in JSM cloud. 

 

 

1 answer

1 accepted

1 vote
Answer accepted

Sorry to answer this only a little bit after I put it in. It figures I would find the answer after hours of work and finally asking the community. The admins who are creating tickets are doing it in a weird way and it wasn't generating request type. If the request type is not connected to the ticket, it shuts off connection to the portal. This causes comments and fields to not be shown. The users get their permissions to view the ticket from the portal. If the portal is not receiving comments, then the user is not getting the emails. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Improving the Create Issue Experience in Jira Service Management Cloud

Hello everyone!  We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen.  We have just starte...

295 views 15 9
Read article

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