Why is Jira not sending notification emails?

[Douglas Coup]

Hi.

We're using Jira 3.6.5 for issue management. We interact with it via a browser interface.

There are certain actions that are supposed to generate emails to a team member. For example, if an issue is assigned to a particular team member, that team member is supposed to get an email from Jira.

Recently this has stopped working. When I look in the Jira log files, I see messages like this when an email is supposed to get sent but doesn't:

2020-03-23 16:36:23,927 INFO [atlassian.jira.mail.MailThreadManagerImpl] Couldn't find Notification Instance record for issue 52824, so can't thread related email

Does anyone know what the problem might be?

[Evan Underwood-Harley]

Okay wow its been a while since Jira 3.6.5... I assumed you meant Jira service desk 3.6.5.

Is there a notification scheme that can be configured in 3.6.5? I couldn't find any documentation going back that far.

[Douglas Coup]

Yes, and this is configured.  This configuration scheme "hasn't been changed since forever" (words from the boss).  It specifies, for example, that the current assignee is to be notified when an issue is assigned to him.

[Evan Underwood-Harley]

Looks to be a reported bug in version 3.5 - https://jira.atlassian.com/browse/JRASERVER-10581

The comments suggest a restart resolves the problem.

[Douglas Coup]

It does seem to be our problem.  But we restart Jira every night, and the machine where it runs was rebooted this past Friday.

[Evan Underwood-Harley]

Hi,

Have all emails from Jira stopped working?

If you go to Administration -> System -> Outgoing Mail. Click the Send a Test Email option.

Does this email send correctly? If it doesn't, do you get a more detailed error? It may be worth tailing the atlassian-jira.log at the same time.

You could also try flushing the mail queue. 

Regards

Evan

[Douglas Coup]

If, for example, I modify a ticket already assigned to me by removing an attachment, I receive an email about that.

But if, for example, a ticket not previously assigned to me is assigned to me by someone else, I don't receive an email.  The same is true is someone else adds a comment to a ticket assigned to me.

This behavior seems to be affecting all of our Jira users, save one.

There is no Administration->System->Outgoing Mail option.  Keep in mind this is Jira 3.6.5.

The mail queue is showing 0 messages.  A colleague tried flushing it anyway.  I'm assuming this will have no effect, but I don't know yet.