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My email notifications are not working

Anis Hammoutene

Hi,

I am running a jira service desk 3.4.2. My email notifications were working fine and with no problem. However, since two weeks, I noticed that only users with agent role receive email notifications. My question is: what could cause this issue ? Is there a way to view all the email logs ?

Thanks in advance,

Accepted answers

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unknown

Hi @Anis Hammoutene,

Please verify the project configuration to check if the notifications are configured only for licensed users (agents, admins) as explained in this document.

Hope this information helps!!

Regards,

Priyanka

Anis Hammoutene

Hi @[deleted],

Everything is well configured, I already checked this link. It is really weird !

Don't know what's happening ...

unknown

Hi @Anis Hammoutene,

Sorry to hear that.

https://confluence.atlassian.com/jirakb/jira-service-desk-notification-explanation-829045118.html , https://confluence.atlassian.com/servicedesk021/configuring-jira-service-desk-notifications-693896343.html documents explain how the configuration works. Just shared so that you might find them helpful.

Regards,

Priyanka

Anis Hammoutene

Hi @[deleted],

I looked up every documentation, here is my observations:

1- My Notification scheme is correct;
2- My notification scheme is linked to my project;
3- I enabled logging for emails and when I comment an issue reported by a user, I notice this:
1- The reporter doesn't receive the mail. However, when I use notification helper, I notice that this reporter is authorized to receive mails.
2- Agents that are assigned to the issue receive mails.

So I don't really understand what's happening under the hood ... any help would be accepted.

Thanks.

Kamal Kailasa Babu

try disabling "batch email notifications"

Markus_lbc0fm

check https://confluence.atlassian.com/adminjiraserver/configuring-renderers-938847270.html and see if the respective fields are set to Wiki Style Renders. this solved a similar issue on our side.

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