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Email Notification isn't working

Kathleen Jacobs

I set up a custom Notification Scheme where Project Role: Developers and PM get emails for:

Issue Created, Issue Updated, Issue Resolved, Issue Commented, Issue Closed, and Issue Reopened.

I have Issue Security on tickets by groups under Developers. So under Developers I have groups A, B, and C that go with issue Security A,B, and C.

So Expected: If I create a ticket and set Issue Security A. Then change the status, set the resolution, and the close the ticket then group A should get emails for Issue Created, Issue Updated, Issue closed, and issue Resolved, while groups B and C should not.

What happened: Group A only got Issue Created email. No other email.

Am i forggeting something?

Accepted answers

All comments

Kathleen Jacobs

PMs and Devs both have that permission.

Vidic Florjan

What do you have in Browse Projects permission in Permission Scheme?

BR, Florjan

Vidic Florjan

That's ok. You can try to look in mail Queue immediately after change to be sure that it is empty.

Kathleen Jacobs

I looked and it's empty. it doesn't look like it's trying to send them.

Vidic Florjan

Are you the reporter and the tester from group A? Or you test process with different usernames?

Vidic Florjan

You can also try to set Mail logging in Logging & Profiling (Outgoing Mail information is sent to 'atlassian-jira-outgoing-mail.log'.)

Kathleen Jacobs

I'm in the PM project Role, which is included in the Issue Security of group A, B, and C. I'll look into the mail logging

Kathleen Jacobs

Don't think I can do the loggin with OnDemand

Vidic Florjan

>> I'm in the PM project Role, which is included in the Issue Security of group A, B, and C. I'll look into the mail logging

If you are testing as reporter and PM user with the same username: Do you have set "Do not notify me" in user Preferences in User Profile and this is the reason that you don't get mail?

Kathleen Jacobs

It's not me, it's the entire group A. Only seeing an issue getting created email. nothing else

Vidic Florjan

You also try to run "Notification Helper".

Vidic Florjan

You also try to run "Notification Helper".

Jeremy Largman

Notification troubleshooting is particularly tricky to debug, it can be a lot of things. We have a knowledge base article.

I think you already checked these:

Check if the My Changes option in the user's profile is Notify Me. The default value for this property for all users can also be set under Administration > User Defaults
Check the project permissions under the project's permission scheme. Users must have Browse Project permission for the project to which the issue belongs. If you're using Issue Security Levels, ensure they are members of any Issue security levels that have been applied to the issue.

But what about these:

Notifications are triggered in a transition by the its post-function.
- Inspect the post-function of the transition step you're investigating and ensure it's firing an event.
- Ensure the notification scheme you just checked is actually assigned to your project.

Check out your post-functions. That might make sense for the issue updated. Otherwise, make sure all your schemes are correctly associated to your project.

That page is designed for behind the firewall, but it's our best attempt at a comprehensive way to troubleshoot notifications.

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