No mail on new comment

[Martin Hirsch]

Hi. I want to test our new service plattform. This is the reason for the following scenario:

1. I create a request via the service desk

2. I am switching to the serviceproject and the created request

3. I adding a comment 

I am getting no mail for this comment. Hope you understand my problem.

[Kian Stack Mumo Systems]

@Martin Hirsch, 

Are you testing this all with the same user? Typically there will be an option in the customer notification settings to prevent users from receiving notifications from their own actions.

[Martin Hirsch]

Yes, all with the same user. I've tested this option -> enabled or diabled, no mail.

[Kian Stack Mumo Systems]

Can you give it a try with an external user?

[Martin Hirsch]

Not in the moment

[Kian Stack Mumo Systems]

Can I ask why not?

[Joseph Chung Yin]

@Martin Hirsch -

Hi Martin:

You mentioned that you created the request via the portal and also created a request via the project UI?  Am I understanding your statement correctly.  Please advise.

I agreed with what @Kian Stack Mumo Systems suggested.  To supplement his statement, have you check into your project's Customer notifications setup:

1) Go to your project - Project settings >> Customer notification options to ensure that "Public comment added" event is enabled and setup correctly.

2) Is your comment that you enter in to your issue an internal comment or share with customers?  If it is private, then no notifications will be sent out as the Customer notifications options doesn't support private internal comment added event.

Hope this also helps.  

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Martin Hirsch]

Yes, you understand it correctly.

Public comments are enable and it is a public comment.

[Joseph Chung Yin]

@Martin Hirsch -

Thanks for your updates.  I would recommend that for you to contact Atlassian Support (https://support.atlassian.com) for further assistance as they can access the backend system logs for further troubleshooting on your ask.

Best, Joseph