Additional Comments not sending notifications for non-itil users

[cabletvgal]

Good afternoon.
We are implementing Self Service. Everything is working as intended, but Additional Comments are not firing the notification for any non-itil users. If a caller or event creator has a role of "ITIL" the emails are firing fine.
I have checked the notifications and the incident.commented notifications are active and working based off of the caller_id user field. I have checked the business rules and those appear to be set up properly. All my non-itil users have valid email addresses as well. The dictionary setting for the Additional Comments are set to be "Journal_input" although I have also tried to change this to be just "journal" also with no luck.
I'm not sure what I am missing. Does anyone have any ideas on where I need to start looking? I feel that I am missing a permission level somewhere.

[cabletvgal]

I have just checked bout the notifications and the system malbox.... Users are setup to have the notification send (none are tunred off). I have verified that the notifications are not being skipped or failed.
Just for grins, I picked a few of my "trouble" users and gave them "ITIL" access and then sent a comment, this worked fine. I turned there permission back to ESS and no email fired.....

[AnchorTrust]

Well I guess that has narrowed it down to a role based problem as you suspected. It might be worth logging this on the HI server for someone to help you track through you instance as without direct access it's hard to work out what could be wrong.
Do you give your users roles by default or do you leave them blank? In my instance these are blank and I've not had any difficulty.
Out of interest are you using the instance out of the box or has the incident module been redesigned?
Regards,
James