Watchers don't receive emails when a comment is posted

[Maroline Johnson]

Hi all!

I am struggling to get email notifications to work when a comment is posted on an issue. I want a notification to go out to all of the issue watchers. 

I've checked the notification scheme, and at the Issue Commented event, All Watchers should get a notification. 

What may stick out here is that I'm specifically interested in comments posted from a certain user that is used for an integration with Zendesk. 

Any help would be appreciated! Thank you!

[Trudy Claspill]

Hello @Maroline Johnson 

Do the watchers of the issue receive notification for other comments on the issue?

Have you tried using the Notification Helper to confirm Jira is correctly configured so that a specific Watcher, who has no other relationship to the issue or roles or groups assigned the Issue Commented notification, for a specific issue would receive the notification? That is something only a Jira Admin can do.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Maroline Johnson]

Hi @Trudy Claspill 

Thank you for your help! I used the Notification Helper and found the issue! The users who were not getting notifications had email updates for when they're watching the issue turned off. 

Thanks again!