Watcher recieves no notification for comments made by agent

[Danyal Iqbal]

Hi Colleagues,

 Watcher recieves no notification for comments (public or comment internal ) made by the service desk agent (assignee) but he recieves emails for the comments made by the reporter. 

The notification scheme looks ok. 

Thanks in advance for your help :

[Danyal Iqbal]

Thank you everyone for the brilliant ideas. I was able to find the cause after pulling some hair. 

-- The watcher was also present in the customer list for this project. Apparently, emails are not sent to watchers if they are also listed as a customer in a SD project.

Thanks again :)

[Nathanael Motz]

Hi Danyal. This is interesting. I had heard of similar behavior with request participants but not with watchers. It seems to match something I'm experiencing, though. I still need to do some further testing, however. I was looking on JAC yesterday to see if I could find an issue for this but didn't turn up anything. Did you find one or otherwise have a reference for the explanation of this behavior or did you just figure it out yourself?

Thanks,
Nathanael

[Mihai Schwarz]

Hi @Danyal Iqbal- did you tried to look at the SMTP configuration and send a test email?

[Danyal Iqbal]

Yes, the mail server is working. Emails are being sent to the watcher when the reporter makes a comment.

A tcpdump of the mail server port also shows that email were being sent to the reporter but no emails were being sent to the watcher .

[Mihai Schwarz]

@Danyal Iqbal- I would also have a look at the customer notifications to see how are they configured. It is strange that the watcher receives and email from the reporter but not on from the JSD Agent.

Also I would have a look at the emails log to see if they are generated just to be double sure. If the email are not generated, it means that somewhere the watchers are not configured to receive notifications.

[Dave Bosman [Realdolmen]]

Hi @Danyal Iqbal

Can you find any errors in your log file?

Best regards

Dave