Notifications not working when commented added via email handler

[Joey]

I have the following handler for incoming mail and it works BUT watchers are not getting notifications when the comment is added via email.  They ARE getting notifications when a comment is added directly in Jira but not when someone responds to an email and the email body is dropped in the comment.  Anyone have a way to fix this?  

[Mohit Dhir [Gothenburg AUG] · Accepted solution]

Please check the comment visibility. I remember we faced an issue where the mails were added as an Internal comment in Jira Service Desk and hence was not posting any notifications.

Also, When the comments are added to the ticket. Is it able to identify the user and posting the comment as the user or as an admin user? 

[Joey]

thanks.  yes the comments appear as they should in the ticket, just no email notification.  I think it may have to do with the properties shown above where CC watchers is set to false but i dont know how to change that

[Andrew Laden]

CC Watchers just means that anyone who is CC'ed on a email gets added as a watcher if possible.

[Joey]

ahh ok thanks.  so im back to square one

[Andrew Laden · Accepted solution]

That is very strange. A comment added is a comment added, The issue commented event fires and the notification should go out.

So things to check

1: Does the user have "notify me of my own changes" turned off? Its a setting in the users profile -> Preferences. I find often that people do not understand that setting. 

2: Are the users being cc'ed on the email that creates the comment? If I recall the JSD mail handlers (and maybe the built in one) has some logic that suppresses notification to users who were cc'ed on the original mail to reduce duplicate notifications.

3: Do you use comment level security?

[Mohit Dhir [Gothenburg AUG]]

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