Customer complaining she doesn't see notification when commenting again on the issue

[Nenad Niksic]

If some guidance can be provided as the title says. I checked all customer notifications/emails/permission/system permission and everything is set so that she should see the notification.
The funny thing is that she replies the first time, but doesn't see a notification if the issue is commented on and addressed (even with @) to her again/Pending client. This happens only to her, that info might help! Nobody else complained.
Any guidance would be much appreciated!

Thanks a lot!

[Ignacio Aredez GenAI Expert · Accepted solution]

Verify User Preferences:

Ensure the customer has not accidentally turned off notifications for subsequent comments. In Jira, users can modify their own notification preferences. Ask the customer to check their email preferences in their profile to ensure they haven't opted out of certain notifications.

Check the Notification Scheme:

Double-check the project's notification scheme to ensure that the "Issue Commented" event is set up to notify the appropriate roles or groups that the customer is part of, especially for subsequent comments.

Inspect the 'Mentioned' Notification:

For notifications involving being mentioned (@username), ensure that the notification scheme includes notifications for the 'Issue Commented' event when a user is mentioned. Some configurations might overlook this detail.

Review Issue Security Settings:

If the issue has a security level set that restricts who can view comments, this might prevent the customer from receiving notifications about comments they're not permitted to see. Verify the issue's security level and ensure the customer is included in the group or role with the necessary permissions.

Examine Email Filters and Spam Settings:

It's possible that the customer's email system is filtering out subsequent notifications. Ask them to check their spam or junk email folders and ensure that emails from your Jira instance are not being blocked or marked as spam.

[Nenad Niksic]

Thank you so much for the long reply!
I'll check all mentioned!

[Tinker Fadoua]

@Nenad Niksic 

Did you check her Spam? 

[Nenad Niksic]

Thanks! I'll make sure to check it!