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user stopped receiving emails from jira notification

Anukriti_6tlwpx

We have couple of projects that are facing this issue that the email notifications are not generated when a ticket is being created .
it was working a month ago , however it stopped all of sudden without any changes made at the project level .
I even trying creating an automation rule as per the documentation , however it is not giving me any custom DL or emails IDs for the team members

Accepted answers

Vishal Banshraj Gupta

Hi Anukriti,

Welcome to the Atlassian Community!

Are you experiencing this issue across all Jira projects or just one or two? If it’s happening in all projects, please check your Global Outgoing Mail Handler. It might be turned off. If that’s the case, please enable it and try creating a sample issue.

Here are the steps to check the Outgoing Mail Handler:

1. Click on the Gear Icon.

2. Select "System" and then search for "Outgoing Mail" under the Mail section.

3. Enable it if it is disabled.

If the Global Outgoing Mail Handler is enabled and you still face this issue, the problem might be related to the Notification Scheme for the affected projects. Please verify that the notification scheme for the "Create Issue" event is not empty.

Let me know if you need further assistance!

All comments

Brant Schroeder

@Anukriti Welcome to the Atlassian community

Are all projects that are not sending emails using the same notification scheme? Are other service management projects sending emails? Are the email accounts that are tied to the service management projects setup properly (able to send email, auth, etc) What do you see in the email logs?

Vishal Banshraj Gupta

Hi Anukriti,

Welcome to the Atlassian Community!

Here are the steps to check the Outgoing Mail Handler:

1. Click on the Gear Icon.

2. Select "System" and then search for "Outgoing Mail" under the Mail section.

3. Enable it if it is disabled.

Let me know if you need further assistance!

Anukriti_6tlwpx

Hello ,

Thanks for the suggestion , I checked and it is happening for multiple projects . The "Outgoing Mail" is enabled . and the notification scheme is there for "Request created" is there .

I am also trying to create custom rule , however there is no email addition available for custom DLs .

Anukriti_6tlwpx

hello ,

Its just couple of projects . i checked the similarity in projets that are using same notification scheme, however the global email notification scheme is enabled .
and email logs looks fine . however i cant see any email notification created for the time as an issue is created.

Vishal Banshraj Gupta

Hi Anukriti,

Could you please let me know the versions of your JSM Data Center and Automation for Jira?

Also, regarding your email notifications, could you check the outgoing mail server configuration? Please send a test email to your personal email to verify if it's set up correctly.

Thank you!

Anukriti_6tlwpx

Hi Vishal , The versions are :
JSM: 5.0.0

JSU Automation Suite for Jira Workflows: v. 3.2.0 -- but the license is expired for it on Feb 15. (Can this be an issue ? but then why is it impacting only few projects ? )

I checked the configuration and initiated test email , it worked for me and i received the email .

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