service desk - sometimes no notification

Reporter states that at times, she is not being notified via email to follow up on a Jira case. Sometimes she receives an email notification, sometimes not. For example, she received a notification in Outlook from Working Resource that he looked into the issue. But when she checked JIRA later, Assignee had added a note in Jira for Reporter to follow up in Jira but no notification was received in her inbox.
While investigating it, I noticed in this particular issue, Working Resource comments were Internal. Further, Assignee's comments were NOT internal, nor did he '@' the Reporter - he just typed her name. I checked all the Notification Schemes and Reporter is set up correctly to receive Notifications. 
Is this an issue to do with commenting Internally or Public? And/or using '@'?  

Thanks!

1 answer

Hi Trish, did you check if this user is able to receive his own notifications? Maybe you could ask the user to check this configuration: Profile > Edit Preferences > My Changes > Notify Me.

 

Cheers,

Rodrigo Silva

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