Jira on premise, issue collector not sending email notification to reporter when issue is created

Question

Hi,

We would like to use issue collector for our daily support issues. Most of the users posting issues are non jira users.  Issue collector is setup with a default reporter. When the user submits an issue from issue collector, the reporter is not recieving any email notification. This is a big problem for us to utilize this feature.

We are using default Notificiation scheme which has below setup

Issue created ->  All Watchers, Current Assignee, Project Lead, Reporter

Project Lead is recieving emails. reporter is not, reporter is also a watcher by default.

Notification helper is not showing any errors for the reporter.

JIRA Version (Self managed): v8.0.0

Andy Heinzer · Answer

To the best of my knowledge, no there are no such plans at this time.  There was an old feature request for this in JRASERVER-30863 however this was closed with the resolution 'won't do'.  Perhaps it would be better to create a service account for the sole purpose of creating such issues as default reporter and then enable personal account notifications for that account.

Might not be the most elegant solution, but if that account isn't used for anything else, you won't see any other notifications coming from that account, so it could be useful to set it up that way.

KAL A · Answer

Thanks for you response Andy. Got that to work by changing the user preferences  but like you said, its not an ideal solution. Lot of unnecessary emails notifications to make this work.  It would have been ideal to have a notification preference specific to issue collector within Notification scheme or as part of issue collector setup. Are there any plans to include such feature in future releases?

Andy Heinzer · Answer

Hi,

I suspect that what is happening is that the issue collector is creating these new issues as if the default reporter was the one to create the issue in Jira.  Even if the notification scheme is setup to notify that user, this can be over-ridden so to speak by the user accounts personal profile settings (more details in Managing your user profile).  By default, Jira users tend to not get notifications of their own actions.  In this case, it would appear the issue collector is treating this issue creation like it was created by that user, because in a sense it is.

Have that default reporter login to Jira, Click there avatar in the top right corner and select Profile.

From there they can edit their preference to choose Notify Me.  This should help with this specific problem.  Just also be aware that this user will start also getting notifications from Jira for any events where they are the user account making the change, such as transitioning an issue, update, comment, create, delete, etc.   It might be more notifications than that user account is expecting, but I think it will be necessary to make this work.

I hope this helps.

Andy