Customers not getting notifications when at-mentioned

[jankajeriksen (gmail)]

When we at-mention customers in comments, they only receive a mail if they are reporter of the problem.

Even though they are participants the mention does not work.

I have checked: https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html
and I think that everything is correct.

If the same user is the reporter, he gets the email. It is not a problem for specific users but for all users. 

The setting on comments is mail for involved customers.
Any ideas?

Kind regards 
Jan

[Tomislav Tobijas]

Hi @jankajeriksen (gmail) ,

Can you check how customer notifications are configured for your service project?

Mentions are not significantly relevant, but what is, is how each notification is configured (for example 'Public comment added' notification). If you navigate to Project settings > Customer notifications and select (Edit) a particular notification, in 'To' section you could select if notifications will be sent to all customers involved (members of organizations with which ticket is shared/request participants) or only to Reporter.

By that, I'm guessing these notifications are sent out, but for some use cases, default notifications are turned off and automation is used instead.

Hope this helps.

Cheers,
Tobi

[jankajeriksen (gmail)]

The settings are:

And it is for reporter and customers involved

Cheers
Jan

[Tomislav Tobijas]

Hmm, and if you navigate to (Jira) Settings > Products > Configuration (under Jira Service Management), what is selected for Notifications?

URL is https://<sitename>.atlassian.net/jira/settings/products/jira-service-management-configuration