Delay time in receiving JIRA activity notifications to email

[Likhitha]

Issue1:

1. Whenever an activity happens in any of the tickets the notifications to email are delayed about 4 to 20 minutes.
2. Sometimes notifications are not coming to email when a customer comments in the tickets. 

Issue2:

We haven't changed any SLAs or any workflows but the SLAs are not ticking even the conditions met. It's effecting our SLAs policy.

Can anyone help me how to troubleshoot this? Or any idea why this is happening.

Note: Observing these from past one month onwards. Before the alerts came to emails at the moment of the activity. 

[Ste Wright · Accepted solution]

Hi @Likhitha 

Two separate questions here!

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Issue 1:

This is most likely related to: https://confluence.atlassian.com/jirakb/short-wait-time-when-receiving-jira-cloud-email-notifications-1102614971.html

How often is it 20 minutes?

In terms of users not receiving notifications...

• Are all customers not receiving comment notifications, or just some?
• If some, do those customers never receive comment notifications or...
• Sometimes they do, and sometimes they don't?

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Issue 2:

Can you provide a screenshot, or more details, about the SLAs which aren't working?

Ste

[Likhitha]

Hey @Ste Wright ,

Thank you for the response. 

Issue1: Yes, this is correct Short wait time when receiving Jira Cloud email notifications.

Not 20 minutes -  to be precise we never got the notification. Observed 2 to 5 times in the past month.

• Are all customers not receiving comment notifications, or just some? ALL
• If some, do those customers never receive comment notifications or... It's not an issue with customer. Our team members not getting notifications whenever a team member made an activity in the ticket or whenever a customer is replying in the tickets.
• Sometimes they do, and sometimes they don't? YES

Raised a support ticket in Atlassian. I  understood the short wait time article but looking if there is any setting to change this to get instant email notifications...

Issue 2: I have raised a support ticket, had a call with the Atlassian support yesterday and the issue is under monitoring.

Reverted the changes made to trigger the SLA to not to get breached and observing the particular Issue-key which is having the problem.

No issues till now.