no email notification being sent after a comment to a ticket author

[Sven Rau]

Hello,

We have now had the problem twice that a comment for the customer was not sent by email to the email address stored in the ticket. I see the comment in the ticket. However, no email communication is displayed for this ticket in the Jira email log at this time. Other comments in the same ticket were sent. How can I ensure that the ticket comments are sent?

[Rebekka Heilmann _viadee_]

Hi @Sven Rau 

are you 100% sure it's not been sent? JSM is grouping notifications if they happen in a short timespan. So rather than sending out 3 notifications for 3 changes within 1 minute, the system waits and sends out 1 notifications containing all 3 changes after let's say 5 minutes.

Not sure on the specific parameters for that functionality though.

[Sven Rau]

Hello,

thanks for your message.

i am pretty shur it's not been sent!

here some screenshots:

This ist the comment:

This is the email-log from the Ticket and there ist no log for at the 5. of Jun at 10:45

[Rebekka Heilmann _viadee_]

@Sven Rau the Email logs only show incoming Emails. The "New Comment" entries are replies from the Customer that (s)he sent per Email rather than commenting in the Portal.

Outgoing notification Emails are not logged - neither "normal" Jira nor Customer notifications.

This is all in order.

[Sven Rau]

Ok, how can i ensure if i write comment to the costumer gets a notification/email? 

[Rebekka Heilmann _viadee_]

If you've got a custom email you can check the Email server. With the default atlassian.net you can't check it, only "ensure" that the settings are correct. 

You can never be 100% sure, as the customer's firewall may also become an issue from time to time.