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Mail notifications are not sent when especific user add comments

Ayose Alexander García Cruz

Hi everyone,

I have been searching for a while in other JIRA posts for an answer, but haven't found a solution to this problem, so I hope someone could help us.

In our JIRA Server instance (v6.4.9) we have seen that, only in some situations and for one especific user, mail notifications are not sent when this user adds comments. It doesn't happen in every comment... sometimes mail is sent, sometimes not.

When the mail is not sent, we have looked in the JIRA Mail Queue and in the 'atlassian-jira-outgoing-mail.log' (DEBUG mode) and haven't found any trace that shows the mail is sent.

Why this could be happening? Has someone else experienced the same problem?

Thanks in advance!

Accepted answers

Sebastian Krzewiński

Hi Ayose

As I understand you - specific user add comment to issue and sometimes JIRA send notification about comment and sometimes - not.

Could you tell to who issue commented event should send notification?

Also could you show both issue scenarios?

Regards,

Sebastian

All comments

Sebastian Krzewiński

Hi Ayose

As I understand you - specific user add comment to issue and sometimes JIRA send notification about comment and sometimes - not.

Could you tell to who issue commented event should send notification?

Also could you show both issue scenarios?

Regards,

Sebastian

Ayose Alexander García Cruz

Hi Sebastian,

Thanks for your reply. This is the last scenario in which we saw this problem:

Sub-task with 3 watchers.
Issue commented event should send notification to watchers only.
User commented on 29/Apr/2019 2:30PM and all watchers recieved notification from this comment.
User commented on 06/May/2019 3:02PM but no mail was sent, so watchers couldn't know this user made a comment on the sub-task.

No changes where made in the watchers of the sub-task or in JIRA configuration between the time defined.

I hope this info might help to find the cause of the problem.

Regards,

Ayose

Sebastian Krzewiński

Did you try check this in notification helper? https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper

Ayose Alexander García Cruz

I have tried with notification helper, but everything seems to work just fine. All watchers should recieve notifications for the commented event.

I though it might be related to the way the user is sending comments to JIRA, but no attachments were added to the sub-task so I guess it is not caused by an issue updated event.