Single user not receiving certain email notifications

[sam.roels]

After a little over a year, one of our users started complaining about agents not replying on her tickets. 

Upon reviewing them, we saw that the agents DID reply on the ticket, but that the user didn't receive the mail notification.

Mails about ticket creation are successfully received, but the majority of the other notifications doesn't seem to arrive (also checked on our mailserver, no trace there). 

When using the notification helper, we see that the user should receive mails as everything is configured as it should be!

One of the additional tests that we've done is creating a ticket in a second project and for that ticket the user DOES receive the mails. 

When posting a comment, i quickly checked the mail queue page but no mail seems to be sent from JIRA towards our mailserver for this user... 

We are running a local JIRA server on version 1.8.0_131

Any idea what could be the cause of this problem and how to fix it?

Thanks!

[ClaireYang]

Hi @sam.roels ,

Do you have 'Issue Commented', 'Issue Comment Edited' in your notificaiton sheme, and assign it to someone?

[sam.roels]

Hello,

Yes we do. We didn't change anything, just stopped working suddenly...

[William Eckrich]

Any resolution?

[Grigory Salnikov]

Hi @sam.roels 

Have you tried to perform the test in the same project?

Do these two project have the same notification scheme? 

[sam.roels]

Hi @Grigory Salnikov 

They do use the same notification scheme.

Now it doesn't work anymore in the other project aswell... 

1 newly created ticket. Reporter = user with the issue. 
1 comment twice on the ticket, user receives notifications.
User commented on the ticket, now it doesn't work anymore. 

If you check the notification helper it's exactly the same.