Is there a bug with notifications since newest update?

[Michal Glod]

Hello guys,

we seem to have problems with users not receiving notifications about tickets. We have a notification scheme that we've used for quite some time. Since the latest update though, users that are not actively assigned to a ticket do not receive messages. We have tested if there were any new options added that conflicted with our notification scheme but that was not the case. I have also tried out the notification helper, which said that the user we have incorporated in the scheme should get notifications about every ticket. Also also the user is set to receive every notification, even about ticket the user itself makes (although that is never the case). I have just read about a jira suppression list that has been a problem for a few people, but that does not seem to be the case here either since when we use E-Mail addresses that have not been used yet in jira and therefore could not be blocked by the suppression system still are not getting notified.

There seems to be a bug here, is that known and if so is there a fix for this?

Regards

Michael

[Tom Lister]

Hi @Michal Glod 

are all notifications missing?

You can test your outgoing mail server by following these instructions.
https://confluence.atlassian.com/jirakb/how-to-send-a-test-email-in-jira-317197303.html

Did something in your environment change during upgrade?

[Michal Glod]

Hi @Tom Lister

Yes all notifications in the scheme are missing for anybody, that is not in the ticket, but is in the notification scheme under every point listed as single user e-mail address.

No sadly there were no changes during or after the upgrade.

I used your outgoing mail test and indeed the e-mail addresses are receiving the e-mails. Which leads me to believe that either our notification scheme is bugged or is not correctly configured. Although it worked before the update without any problems.

[Tom Lister]

are you able to share your notification scheme and workflow events fired

[Michal Glod]

[Michal Glod]

[Michal Glod]

These are the notification scheme and workflow events, the notification scheme you see in the above screenshot is the one beneath default notification scheme in the screenshot directly above, as you can probably tell it is named after a costumer so I had to blank it out.

[Michal Glod]

Bump @Tom Lister 

[Tom Lister]

Hi @Michal Glod 

Been busy on my day job.

There is nothing about the configs that looks like it would cause an issue.

check

• Check if the My Changes option in the user's profile is Notify Me. The default value for this property for all users can also be set under Administration > User Defaults
  
• Check the project permissions under the project's permission scheme. Users must have Browse Project permission for the project to which the issue belongs. If you're using Issue Security Levels, ensure they are members of any Issue security levels that have been applied to the issue.
• Inspect the Mail Queue under Administration > Mail Queue and see if notifications are being queued. You can adjust the Mail Queue Service interval to a longer period for troubleshooting purposes. Inspect the Error Queue tab for any errors.

ref https://community.atlassian.com/t5/Jira-questions/Single-user-does-not-receive-notifications/qaq-p/1005051

You could also go to logging and profiling and turn on the outgoing email logging then check for any errors or references to the missing users.

Check the email for the user is correct. I can be different to the username.

Other than that , I'm not sure what else to investigate

Tom

[Tom Lister]

Are you using service desk and setting organisations?