Jira Sometimes Fails to Send Emails for Ticket Comments

[ann.fernandez]

We have an issue from time to time with our service desk projects where emails are not being sent out when a technician makes a customer-visible comment. The email is not being blocked as I see no record of it in our email filter.

[Brant Schroeder]

@ann.fernandez Welcome to the Atlassian community

Are you using your own email?  If you are have you checked the logs on you email server?

[ann.fernandez]

We are, the logs on the email server do not indicate Jira ever sent out the email in the first place.

[Brant Schroeder]

@ann.fernandez Sorry for the delayed response I have been out of town.  Is there any correlation between the users that are not receiving emails?  Are they part of your company or a company?  

[ann.fernandez]

All our part of our company, no correlation just random users.

[ann.fernandez]

@Brant Schroeder, I'm not sure if you saw my reply as I did not tag you.

[Brant Schroeder]

@ann.fernandez are the individuals who are not receiving the emails also agents?  

[ann.fernandez]

@Brant Schroederthey're customers

[Brant Schroeder]

@ann.fernandez so they are only a customer in systems.  Can you confirm with the customer that they did not turn notifications off for that issue.