Issue with Missing Comments in JIRA Email Notifications After 9.12.x Update

[Dominik Trunk]

Hello,

Since the major update earlier this month, we’ve been experiencing issues with JIRA email notifications.

After the update, our external agency partners no longer see any comments in their ticket notification emails. We’ve already reviewed the email notification settings (which are identical to ours) and even temporarily assigned admin rights to one external user for testing purposes — unfortunately, this did not resolve the issue.

Our partner agency uses Gmail servers while we use Microsoft, but I don’t believe this difference should cause the missing content in their emails.

Has anyone experienced a similar issue after the update and found a solution?

Thanks in advance,
Dominik

[Pasam Venkateshwarrao]

Hi @Dominik Trunk 

Thanks for reaching out, post-upgrade can you please check

In Jira -->Go to System ---> Logging and profiling

Configure the level and set the below packages to bug

com.atlassian.jira.mail

com.atlassian.mail.outgoing

After that can create a test ticket and create a comment and check whether it is delivered or not.

Hope this helps