Delay time in receiving JIRA activity notifications to email

Likhitha_3qrl2f

Issue1:

1. Whenever an activity happens in any of the tickets the notifications to email are delayed about 4 to 20 minutes.
2. Sometimes notifications are not coming to email when a customer comments in the tickets. 

Issue2:

We haven't changed any SLAs or any workflows but the SLAs are not ticking even the conditions met. It's effecting our SLAs policy.

Can anyone help me how to troubleshoot this? Or any idea why this is happening.

 

Note: Observing these from past one month onwards. Before the alerts came to emails at the moment of the activity. 

Ste Wright

Hi @Likhitha 

Two separate questions here!

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Issue 1:

This is most likely related to: https://confluence.atlassian.com/jirakb/short-wait-time-when-receiving-jira-cloud-email-notifications-1102614971.html

How often is it 20 minutes?

In terms of users not receiving notifications...

• Are all customers not receiving comment notifications, or just some?
• If some, do those customers never receive comment notifications or...
• Sometimes they do, and sometimes they don't?

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Issue 2:

Can you provide a screenshot, or more details, about the SLAs which aren't working?

Ste