"Internal" comments and email notifications

[Zack Waser]

Hello,

We've noticed our users don't receive email notifications for internal comments on tickets they're assigned. Is there a way to configure JSM email notification rules to include Internal comments? I expected them to be part of the rules for regular comments, as I don't see an option differentiating internal from external/user-facing comments. We don't seem to have any issues getting email for most everything else, just Internal comments.

We're using JSM Datacenter version 10.3.5. We have a three-node cluster, if that matters.

Thanks in advance!

[Walter Buggenhout · Accepted solution]

Hi @Zack Waser and welcome to the Community!

Internal comments and public comments are handled differently in JSM. While public comments are sent through the customer notifications settings in your project, internal comments are determined by the projects notification scheme.

This support article describes what notifications are being sent out through each channel and the section on agents and admins also list a number of corner cases where no notificaitons are being sent out to your internal employees. Possible this may help clarify what you are seeing.

Hope this helps!

[Zack Waser]

Thanks for this! I think this makes sense. Our user who's complaining of not recieving email for internal comments is an "Agent" on the project and also the assignee of the ticket they expect to get emails for.

So, we shouldn't expect them to get emails for internal comments unless those comments do something else to trigger the project's notification scheme, like @mentioning them directly. Does that sound right?