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Issue Resolved template not sending?

Robin van Es

Whenever I resolve an issue, the Reporter is not getting a notification for Issue Resolved.

This is only for a project created in the latest JIRA version. Projects that we created in an earlier Version of JIRA (5 I believe) send this notification just fine.

The projects use the same notification scheme.

Accepted answers

All comments

Nic Brough -Adaptavist-

Start with a look at the workflow for that issue type - find the "resolve" transition and look at the "post functions". There will be one that says "fire event X" (probably going to be the "issue resolved" event, but you need to check).

Now, go check the notification scheme in the project. Find the event and check that the rule includes "reporter" explicitly.

You also need to check that the user can see the issue.

Robin van Es

Thank you for your help,

As far as I can see it looks just fine. The Resolve transition says "Fire a Issue Resolved event that can be processed by the listeners".

Under the notification scheme, the Issue Resolved event includes "Reporterer", and that notification scheme is shared by the 2 projects that I tested it with. Yet, for one project (one that is using the Service Desk add-on) the Resolved template is not being sent.

Nic Brough -Adaptavist-

Ah, Service Desk. Yes, that can change the way the emails work.

Is the "reporter" user a JIRA user, or a customer?

Robin van Es

It's a JIRA user. I'm actually setting myself as the reporter for testing purposes.

Steven F Behnke

"Customers" or the reporter/request participants, do not use the JIRA Notification Scheme. Please check out the relevant documentation – https://confluence.atlassian.com/servicedesk021/configuring-jira-service-desk-notifications-693896343.html

When a customer submits a request, they receive the following email notifications:
when they raise a request through the Customer Portal,
when their request is resolved,
when another user comments on their request, and
when there is a change in the request's status, i.e. the 'status name'.

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