Reporter of a service desk ticket does not receive notification mail when the ticket is commented

[Sebastien Gamby]

I have a complaint from a user who has created a service desk ticket ticket through the customer portal and does not receive notification mails when a non-internal comment is added to the ticket ("shared with the customer" is selected). I have checked the following:

- The notification scheme of this SD project states that the reporter of a ticket receives notification

- According to the Notification Helper tool, she should receive the notification when the ticket is commented

- In "Applications" menu, section "Jira Service Desk"/"Configuration", I have set that customers must receive all notifications

- When I do another operation such as adding this user as Request Participant, she does receive a notification mail so it would not be an issue with her e-mail account. 

Does someone has an idea because I am at my wits' end

[Daniel Ebers]

Hi Sebastien.

as soon as all possibilities on Jira's server end are ruled out it might make sense to check the user's mail client configuration.

I have encountered some cases where users had spam filter settings or sorting rules in place (the sorting rule might affect a special notification but not another, based on the user's settings in the mail account).

Before contacting the user setting Jira to debug log mail would be a useful step, too
(https://confluence.atlassian.com/adminjiraserver073/logging-email-protocol-details-861253814.html). You could double check then from logs if the mail was sent.

Please also see https://confluence.atlassian.com/jirakb/enable-mail-debugging-mode-in-jira-server-816520648.html for the "Outgoing Mail debug log" which is helpful for further debugging in cases like yours.

Cheers,
Daniel