User mentions not working on bulk notifications

[Bernardo Joaquín Diaz]

Hello,

We have a Jira Service Desk where we have enabled the bulk notifications. I noticed that whenever a user tries to mention another one, it just doesn't send a notification.

The ticket does not have the user as a watcher, reporter or assignee.

If we disable the bulk notifications, the user is notified as usual.

Is there a bug or configuration related to this problem which I'm missing?

Jira Service Desk is 4.7.1.

[Brant Schroeder]

It is only on transition or is it on all comments? 

Transitions has not been fixed yet - https://jira.atlassian.com/browse/JRASERVER-70125

The other was fixed in version 8.3 - https://jira.atlassian.com/browse/JRASERVER-69137

[Bernardo Joaquín Diaz]

I haven't try transitions, but I have v8.7 and I don't seem to be able to make it work.

[Brant Schroeder]

You are on server and not cloud?

[Bernardo Joaquín Diaz]

yes, server.

[Brant Schroeder]

Looking at the documentation I am not finding any setting or reason that you would not receive at mentions as soon as they are made.  In the documentation here, https://confluence.atlassian.com/adminjiraserver/configuring-email-notifications-938847633.html, it states: When you're mentioned in an issue, it usually means that somebody needs your immediate attention. To avoid sending too many emails, a mention will be included in the email with other issue updates, but it will trigger this email to be sent as soon as possible (regardless of the frequency you've chosen). 

So you will not get an individual email but it will be batched and they would come sooner is what I understand from this documentation.  Is that occurring?

[Bernardo Joaquín Diaz]

Yes, I found the same document, but it is not happening. It keeps sending all the batched updates, but the mentions can't be found.

[Brant Schroeder]

Bernardo,

  Can you submit a support issue https://support.atlassian.com/contact/  You will be able to provide a support zip and they can review your complete configuration to see if something needs to be tweaked.

[Bernardo Joaquín Diaz]

Hello Brant,

Thank you, I followed your advice and opened a ticket. I will try and keep this thread updated with any information or resolution I get.

Best regards.

[Johannes T]

Dear Bernardo,

Could you solve the problem in the meanwhile? I'm afraid that we are affected by the same issue!

BR,

Johannes

[Soporte]

Hello Johannes,

Sadly no, we had to disable those notifications.

Kind regards,

Bernardo