no weekly email for followers in Projects App

[Claudia Renner]

we would like to post weekly update in Projects App (Jira Cloud) to stakeholders. The stakeholders are defined as followers in the specified projects. 

The weekly digest configuration in Notifications is correct. The project is defined as "at risk". 

But only the owner receives the weekly email on Monday, not the followers. 

Can you help me to find out, what is wrong?

Thanks Claudia

[Sami Shaik]

Hi @Claudia Renner ,

@Arkadiusz Wroblewski split is the right first question, and I would add the mechanism, because "only the owner gets an email" is usually not a delivery failure.

Owners and followers get different emails. The owner receives a reminder on Friday to write the week's update. Followers receive a digest on Monday containing the updates that were actually posted; Atlassian's doc says updates "are shared with followers on Monday in both their email digest and the update feed" (What is a project). So if the owner gets an email and the followers do not, the first thing to check is whether an update was posted last week. A reminder that was not acted on produces nothing for followers to receive.

Four checks, in the order they usually fail:

1. Was an update posted? Open the project page and look at the Updates feed. If the last update is older than a week, that is the whole answer: the digest has nothing from this project.
2. Is the project running? Digests and reminders only fire for projects that are running; a project in pending or paused sends nothing. "At risk" is a running status, so you are fine here, but it is worth confirming nobody paused it (Update reminders for goals and projects).
3. Each follower's own digest setting. The weekly digest is a per-user preference, not something the owner or an admin switches on for others; each follower controls it in their own Atlassian Home notification settings. Ask one follower to check theirs is on, and while there, whether email, Slack or Teams is the selected channel, because a digest going to Slack looks exactly like "no email."
4. Timezone. Digests are timed to each user's Monday relative to the workspace timezone, so a follower several hours west of the owner sees Monday's digest later than the owner expects; check Tuesday morning before concluding it never came.

If all four pass and a follower who has the digest on still receives nothing while the update feed in Atlassian Home shows the update, then @Arkadiusz Wroblewski is right that it is a Support case, and the useful detail to give them is one follower's account and the Monday date, because they can see whether a digest was generated for that user at all.

[Arkadiusz Wroblewski]

Hello @Claudia Renner 

Are your followers receiving no Projects digest at all, or are they receiving the Monday digest but this particular project is missing from it?

https://support.atlassian.com/platform-experiences/docs/set-up-permissions-for-projects/ 

If your checks fail I recommend contact with Atlassian Support because what we can do will be mostly guessing.

Best,

Arek 🤠