Service Desk customer always set to 'Do not notify me' when creating tickets

[Wim Abts]

Hi,

We have the following behaviour currently ony with one user:

When she creates a ticket, she is correctly set as the reporter but she doesn't get any comment notifications.

When she goes into helpcenter, the ticket in question has the setting 'Do not notify me'.

Even when she changes this, the option changes back to the same value.

Any ideas what can cause this?

[Adam Rypel _MoroSystems_]

Hello @Wim Abts ,

Actually, if you click on "Do not notify me", you turn off the notifications, so make sure this option is not selected. 

Also only one user has this problem? Does she receive other notifications, like when the ticket is created / updated? 
I would also check customer notifications in your project (Public comment added).

Thanks,
Adam

[Wim Abts]

Hi @Adam Rypel _MoroSystems_ 

At the moment it seems that it's only for one user.

When she creates a new ticket the value is always set to 'Do not notify' me.

When you click this, is this then also set when creating a new ticket afterwards?

Does this turn of notifications for all tickets? if so, I wasn't aware of that...

Thanks!

[Wim Abts]

She does receieve notifications on creation etc and in the notification scheme notifcatons are sent when a comment is added.
On SD notifications are also activated and we have confirmation from other users that they receieve emails when a comment is entered.

The bizar thing is that when this user creates a ticket, it always defaults to 'Do not notify me'...

[Adam Rypel _MoroSystems_]

Hello @Wim Abts ,

That is interesting.

If she sees this:

Then that is correct. As soon as she clicks "Don't notify me", she will stop receiving the notifications for that certain ticket. So actually make sure she can see "Don't notify me". It is also described by Susan here: https://community.atlassian.com/t5/Jira-Service-Management/Can-someone-tell-me-what-Don-t-notify-me-does-in-Service-Desk-3/qaq-p/608701

Couple of things that came to my mind:

• Might be a pointless question, but did she check the notification does not end up in spam?
• Can you check the email inbox from which the emails are sent, whether the email was really sent?
• Can you also check logs for Outgoing email, to see if there is anything suspicious? You have to first enable the Outgoing email logs, see how to do that in this document: https://confluence.atlassian.com/jirakb/troubleshoot-email-notifications-in-jira-service-management-777026983.html
• Also try all the steps mentioned in the document above, maybe some of them are the problem.

Regards,
Adam

[Wim Abts]

Hi Adam,

No mails are sent but that's because whenever she creates a ticket, the notifications are set to 'Don't notify me' by default.

Once she changes this in the ticket, it's all ok.

But then again, when creating a new ticket, notifications are set to off again for that ticket...

[Daniel Ebers]

Has the user tried if this is reproducable using a different browser? (Firefox/Chrome/Edge) - if trying a different browser is not feasible can she probably try it going incognito in browser?

[Adam Rypel _MoroSystems_]

@Wim Abts sorry, I understand now. Please check the browser as Daniel suggested and let us know.

[Wim Abts]

Hi, 
Even with another browser, the same happens.

In fact what happens is that directly after the creation, notifications are ON, only a few minutes later they are set to OFF.

We verified, even without even touching the issue, this happens...
Only a few automation tasks are running to complete the issue fex set the component based on a custom field entered during the creation of the issue.

Also this seems to happen to all users of that particular organization, I have checked different other tickets for other organizations and they are all working als expected.

[Daniel Ebers]

Do you currently have a valid service entitlement/license with Atlassian for this installation?

I would love to hear what the cause is while I believe further debug from Community could be tricky.

[Wim Abts]

Yes we have and Atlassian is on it as well.

[Wim Abts]

Still under investigation by our customer but for 99% the problem comes from an anti-spam solution at the customers site.
Every time an issue is created, a notification is sent by mail, we noticed that the unsubscribe was always done using the exact same link provided in the initial creation mail. 
As it seems this anti-spam solution is set up to do an automatic unsubscribe whenever an unsubscribe link is present in  a mail.

This was our first idea, had to be something on the customer side since only happening for one customer, but they claimed it was not the case...

Thank you all for your valuable input.

[Adam Rypel _MoroSystems_]

@Wim Abts interesting, thanks for sharing!