Automation does not notify JIRA users

[Isbeth Almontes]

Hello!
The situation is that an external user, JIRA, notifies us when we have new personnel, and this person adds the direct boss in a field called “manager”.
Once this is sent, I created a manual automation where we ask them for information about the new user, complements etc.

The situation is that this automation does not notify direct bosses who already have a user in JIRA, but it notifies those who are added as bosses who do not have an account in JIRA

this is the text I add in the commentary:

Hello {{issue.manager.displayName}}!

We require the following information from you:

Accounts, access, and teams to assign:
-Request to revoke access to platforms:
-List the platforms to which you should have access. If you have any user access that we need to replicate, make mention of it.

Request for return of assigned equipment:
-List the required equipment for the user.

Greetings!

And add, visible to the customer and also try with internal only, and it does not add them, how can I configure this?

[Kristin Lyons]

How is the notification sent to the user - via email?

[Isbeth Almontes]

By e-mail (external user)

[Kristin Lyons]

Can you send a screenshot of the automation steps?

[Isbeth Almontes]

[Kristin Lyons]

Do the users who already have Jira accounts get other emails from Jira? Is it possible that their emails are going to spam or they have notifications turned off?  What is the Notification Scheme for the project set to - are comments triggering notifications?