Project not sending notifications

[Federico Roma]

We're using a service management project to manage customer requests. We've configured a Microsoft email account as a channel to recieve requests and create tickets. It all works fine but seems like Jira is not sending notifications to reporters or watchers when the ticket gets modified.

I've checked System > Mail > Outgoing Mail screen but for some reason shows empty, feels like there should be something there.

Any ideas on how can I solve this?

[Trudy Claspill]

Hello @Federico Roma 

Welcome to the Atlassian community.

The Outgoing Mail page does not provide a log for sent messages.

There are two open requests concerning implementing logs to show outgoing emails for customer notifications for Jira Service Management projects.

https://jira.atlassian.com/browse/JSDCLOUD-13528

https://jira.atlassian.com/browse/JSDCLOUD-4479

Note that the sending of notifications to Customers is separate from the sending of notifications internally to Agents and Collaborators.

Ensure that your project has configured and enabled notifications for Customers and for Internal Notifications. Those can be reviewed under Project Settings > Notifications.

For Service Management projects Customer Notifications will go to the Reporter and Request Participants. Internal Notifications will go to the recipients specified in the Internal Notifications configuration.

Ensure that the Notifications include configurations to send emails when tickets are updated, and validate the specified recipients of those notifications.

Do the same recipients receive other issue related emails from Jira? If they do, that is an indication that their email is not blacklisted.

Check with the recipients to ensure the emails are not being put into the mail client Junk Email folder.

[Federico Roma]

Any reason why the screen is empty?

Both internal and customer notifications seem to be correctly configured

[Trudy Claspill]

The Outgoing Mail screen is showing everything it is designed to show. The only purpose of that screen is to enable and disable outgoing mail. It is not intended to show any log files.

What changes are being made to the issues for which you expect emails to be sent? For the Customer Notifications you have to drill into the details of each notification to see the intended recipients.

Note that Watchers receive only internal notifications, and Customers who are not also Jira Users will not receive Internal Notifications.

Are any of the intended recipients receiving any issue related emails from Jira?

[Federico Roma]

Thanks for pointing that out Trudy! I'm glad I'm seeing what I should. 

Watchers receiving only internal notifications, and Customers who are not also Jira Users will not receive Internal Notifications is exactly what we want. 

Jira isn't sending any notifications. For example, if an external sends an email to support@eyerisinginternational.com, a jira ticket gets created just fine. If a member of the service desk team adds an internal note or a reply to customer, emails don't get sent to neither watchers or customers.

If I add someone as a watcher, he/she doesn't get notified. I suspect there is an issue with how our email address is configured? 

[Trudy Claspill]

What is the Reply To email address set to for your service management project?

 Are all the recipients using email addresses from the same domain? Do you control the email server for that domain?

[Federico Roma]

The reply-to email address is the same one we have configured to receive emails, support@eyerisinginternational.com

I've deleted and added it again today, hence the short timespan, but still no notifications to customers.

The recipients (customers) have email addresses outside our domain eyerisinginternational.com

Notifications to watchers seem to be working now, but not for customers.

I control the Microsoft Office 365 account that manages this email address. Any changes we need to make I can.