Notifications not sent to customers

Question

Hi,

Issue notifications are not sent to customers.

When I send a test mail via the system configuration, it works well. So the outgoing mail server setup works.

Also I cannot find the atlassian-jira-outgoing-mail.log file.

Can you help me in finding the solution for this issue?

Regards,

Benjamin

Olga Videc · Answer

Hello Benjamin,

Okay, you checked everything from documentation provided from Atlassian?

Do you use server or cloud version?

Also found this, the same problem discussed

https://community.atlassian.com/t5/Jira-questions/Log-of-outgoing-Jira-emails/qaq-p/47724

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Is-there-a-log-for-emails-generated-by-Jira/qaq-p/758803

And if you are using a cloud.

Currently, there is no way to track every mail notification sent out by JIRA Service Desk to customers and it would be great to have such a feature.

https://jira.atlassian.com/browse/JSDCLOUD-4698?_ga=2.139940346.817615887.1560751684-899529972.1531837689

benjamin.mampaey@famiflora.be · Answer

Hi,

I have read the information but with that info we don't proceed on solving this issue.
The atlassian-jira-outgoing-mail.log is enabled and is set to DEBUG, but the file is still not created.

Olga Videc · Answer

Hello Benjamin,

Have you checked if you have a valid Customer Request Type associated with email?

If you created new Request type have you checked that your request type has Summary and Description?

To find/enable atlassian-jira-outgoing-mail.log

Enable the Outgoing Mail log in Administration > System > Troubleshooting and Support > Logging and Profiling and set it to DEBUG

Also have you read this documatation?

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-email-notifications-in-jira-service-desk-777026983.html