Notification not send

[tuan quan]

Hello, 

I have an issue with the notifications since 1 month (it worked well before). 

When we add a public comment  with a @User, a notification is send to the user who had created the issue, but not to the user noted.  it works correctly on the test environment.
Production logs below for the issue SUP-69911

Thanks

[tuan quan]

Hello, 

Finally, a full reindexation has solved the issue. 

Thanks

[tuan quan]

Hello, 

Is there someone one your team who is enable to look at the logs? 

Do you think that an upgrade could resolve this issue? 

Thanks

[tuan quan]

Hello, 

She is on the roles service desk Customers.

Thanks

[Brant Schroeder]

@tuan quan 

Have you tried using the notification helper to ensure that the user's permissions are set up correctly?  I would take a look at this and see if it provides any errors https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper 

[tuan quan]

Hello,

This kind of notification (notify a user when he is mentionned into a comment) is not sent by defaut? I have already used this tools but this can of event is not into the list.

Thanks

[Brant Schroeder]

@tuan quan It should just be a comment.  Are they checking out on the tool to receive comments on the issue that they are not being notified on?

[tuan quan]

Hello, 

yes that the idea. When we want to notify someone who doesn't participate to the issue, we use the fonction @User in order to send him a notification. 

It worked before, and it still works on the test environment.

Thanks

[tuan quan]

Hello, 

Nobody have encounted this issue?  Or someone have an idea to solve this issue? 

Thanks

[Brant Schroeder]

@tuan quan When you use the notification checker are the individuals you are using @mention on have the ability to receive comments.  

[tuan quan]

Hello, 

How can I check that users have ability to receive comments? 

Thanks

[Brant Schroeder]

@tuan quan you can use the notification helper.  You will select the user, issue and the notification (comment) to see if the user should be getting them.   https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper 

[tuan quan]

Hello Brant,

In the notification Helper you mention, the event notification (comment) doesn't match this the notification send when we mention someone with the @user 

I send you an example from our test environment. 

I have mentioned a user who have no rights on the ticket, but she receive an email when I mention her in the comment

Thanks

[Brant Schroeder]

@tuan quan Is the person in the above example a customer on the test JSM project?  

[Brant Schroeder]

@tuan quan In production is the user that you are tagging a customer in the JSM project?   Are they only a customer or do they have other roles as well?

[tuan quan]

Hello, 

Yes they are customer on the JSM project. 

They have the role service desk team.

Thanks

[Brant Schroeder]

So they are a customer and are on the service desk team?

[tuan quan]

Hello, 

Yes. Some of them are in the Administrators group, but the issue still here regardless of the user's group. 

Thanks

[Brant Schroeder]

@tuan quan How are your customer permissions setup in test and prod, are they the same?  https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/