Send email when a comment is made on closed issue

We have customers emailing which comments on our issues, but if they are closed we don't look at them so we miss the email.
Can we get an notification / email sent when a comment (The email) is made on a closed issue?
Thanks

1 answer

0 votes
Alexey Matveev Community Champion Jan 04, 2018

Hello,

Do you mean that if a user sends a email with a comment for a closed issue, the comment is actually added but you do not receive notifications? Because usually there is a status property in workflows which forbids editing issue while in the closed status. In this case a comment will be not added to the issue and you will not receive a notification.

Alexey Matveev Community Champion Jan 04, 2018

Are those Jira Service Desk notifications?

Yes, we have mail handlers set up.

Alexey Matveev Community Champion Jan 04, 2018

If you use Jira Service Desk then there are two notifications: for customers and agents. If you do not have Jira Service Desk then you provide all settings for notifications in the project notification scheme. There is not way to restrict notifications by status.  Have a look at the project notification scheme. What is there for Issue Commented event?

You can read more about notification schemes here

https://confluence.atlassian.com/adminjiraserver/creating-a-notification-scheme-938847330.html

Issue Commented notifies - Reporter, All watches and Current Assignee.

Alexey Matveev Community Champion Jan 04, 2018

Then Reporter, All watchers and Assignee must get notifications even on closed issues. I searched the internet I found similair problems to yours but there were no solutions.

I would offer you to enable outgoing email logging and have a look at the logs. Also try to follow the KB below

https://confluence.atlassian.com/jirakb/notifications-troubleshooting-203394737.html

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