Notifications not sent to Reporter

[BJ Cardon]

Hi, we use a form to collect requests into a Work Management project. There are a couple of oddities presented by doing this, but one of the most frustrating so far is that updates to the Jiras created via the form (including comments) are not sent as notifications to the Reporter of the Jira and there is also no way for the Reporter to be added as a Watcher, either.

Am I missing something obvious or is this a pretty blatant bug?

[Trudy Claspill]

Hello @BJ Cardon 

Have you reviewed the Notifications configuration for the project to confirm that the events are configured to send notifications to the Reporter?

Have you checked with the Reporter to have them review their personal Notifications settings to ensure that they have not disabled email notifications?

[BJ Cardon]

Hi Trudy, thanks for the quick response. The reporter in question receives these notifications for all other Jira projects they actively use, so I believe their notification settings would be correct. Is there a distinction for work management projects somewhere per user?

I looked in the Notifications settings and for everything other than Comment Deleted, the settings are set to "All Watchers, Current Assignee, Reporter".

[Trudy Claspill]

Hello BJ,

Within a user's personal Notifications settings it is possible for the user to customize the settings per project, but within Jira projects there is no notification settings per user.

Is the Reporter specified in the Reporter field actually the same user who is not receiving the notifications? Have you checked the user account details to confirm that?

[BJ Cardon]

Yes, I have been communicating directly with this user to verify the functionality. I can ask them if there is anything unusual about their personal notification settings in regards to this project.

I will note that the Reporter is not a member of the project but is a member of the site, and the visibility settings on the project are set to Limited which is "Anyone with access to the <company> Jira site can search for, view, and comment on this project's issues. Only people you add to the project can create and edit its issues." which implies to me that comment notifications should work just fine.

[Trudy Claspill]

Hello BJ,

Disclaimer: I don't work much with JWM and its forms functionality.

Are you working with a Team Managed Work Management project? I suspect you are because you said visibility settings are set to Limited.

What is the visibility setting for the Form; Limited or Open?

How are you confirming that the user is actually the Reporter for the issue in Jira? I'm curious because with the Limited access you mentioned above, a user that hasn't been added to the project should not be able to create issues in that project. But according to the documentation if your form visibility is Open, then they could submit the form simply by have access to the instance. That seems contradictory, so I'm wondering about the actual user value specified in the Reporter field.

[BJ Cardon]

It is Team Managed, you're correct.

The Form visibility is set to Open so anyone with access to the company site can submit the form. The Reporter field does show the name of the user that submitted the form that I am communicating with.

Thanks for any help you can provide!