Issue creation notification not sent even though notification scheme is correct.

[Pooja Sathyaraj]

For few projects in JIRA Project Management Software, the issue creation notification is not sent/not received by users even though the notification scheme is set correctly. The update notifications are going.

[Dave Mathijs]

Hi @Pooja Sathyaraj 

Can you identify 'users'?

Are you talking about internal notifications to Agents?

Or customer notifications to Customers?

Maybe have a look at the following KB articles end check all possible causes:

• How to Troubleshoot Customer Notification Issues in Jira Service Management
• How to Fix Customer Notification Issues in Jira Service Management

1. Jira/Internal Notifications:

• Check User Preferences:

  Ensure that the "Notify me" option is enabled in the user's profile and that the default value is correctly set for all users.
• Verify Project Permissions:

  Confirm that users have the "Browse Project" permission for the relevant project.
• Review Workflow Configuration:

  Examine the workflow configuration, specifically the post-functions that trigger notifications in each transition.
• Check License:

  Verify that the user has the necessary Jira Software or Jira Service Management license. 

2. Customer Notifications (Jira Service Management):

• Customer Notification Configuration:

  Jira Service Management customer notifications are configured under Project Settings > Customer Notifications. Ensure that the correct notifications are enabled and the templates are properly set up. 
• Check Customer Organization:

  If the user is part of an organization, confirm that the organization is associated with the issue and that the customer has opted-in for notifications. 
• Request Type:

  Ensure that the request type on the ticket is correctly set. An empty or incorrect request type can prevent notifications from triggering. 
• Internal User (Assignee):

  If the user is the assignee, their notifications might be affected by the "Autowatch own work items" feature. Verify if the customer has enabled this feature. 

3. Knowledge Base (KB) Integration:

• Integrate with Confluence:

  Verify the application link or cloud integration is configured correctly in Jira's Application settings. 
• Confluence Configuration:

  Ensure that the KB is properly set up and accessible from the Jira Service Management project. 

4. Other Considerations:

• Email Settings:

  Check the default email format (HTML or plain text) and ensure it's configured correctly in Jira's user interface settings. 
• Work Item Security:

  If a security level is set on the work item, ensure that the user has the necessary permissions to access it. 
• Webhook Troubleshooting:

  If using webhooks, check for any unsuccessful webhook errors and troubleshoot using the webhook check feature. 
• Mail Handlers:

  For email-related issues, verify that mail handlers are correctly configured to process incoming emails. 

[Pooja Sathyaraj]

I am using JIRA project management software and not JSM. I have carried out similar steps as above in the software, but no luck. 

[Swathi Acharya]

Hello @Pooja Sathyaraj

Welcome to Atlassian Community!

Is there a custom event notification set for the Issue Creation transition? You can validate this by navigating to Project settings > Workflows > Click on the Issue create transition and verify the Post functions.

Does it fire a Issue Created event or a Generic event? If it is a Generic event, you can check if the intended users are added as recipient for this notification.

Thank you!

[Alexander Hohmann]

As already hinted in the answert from @Dave Mathijs, it could be useful to look at the preferences set by the individual user. They can switch emails and/or notifications on and off, independently from the notification scheme. It could also be that the emails are stuck into a spam filter. (I even had one user complaining about not getting the emails only to find out that he had created a rule in his mail programme that moves Jira notification emails into a separate subfolder, where they were all patiently sitting and wating for consideration.)

[Pooja Sathyaraj]

I am using JIRA project management software and not JSM. I have carried out similar steps as above in the software, but no luck.