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Filter subscription emails are sending incorrect issues with incorrect statuses

Howard Choularton

On our system, we have a filter set up to have issues from a specific project, which are of a certain status and are either assigned to them or they are contained in a group custom field value on the issue.

I then have this subscribed for all users. The idea being, that once a week they all receive an email with issues that require their attention.

However, I am finding that the emails sent out by this subscription aren't correct.

The issues in the email seem to have the wrong status, and are being sent in the email when they shouldn't be.

For example, one user should receive an email containing 36 issues (The JQL query and saved filter work correctly inside Jira):

Screenshot 2021-04-28 123334.png

However, they instead receive an email containing 81 issues: Screenshot 2021-04-28 123438.png

The issues also seem to have the incorrect status reported in the email:

So far, I have tried the following:

Full re-index of the database
Deleted the filter and created a new one

Does anyone have any suggestions as to how to fix this issue?

Accepted answers

Brant Schroeder

@Howard Choularton

Looking at the JQL the emails to each user will differ. I have never heard of the filter results being different than what is in the email. If you run it for yourself is your email and filter results matching?

All comments

Brant Schroeder

@Howard Choularton

Brant Schroeder

One other question do you have a test or dev instance that is synced off of the production instance. I have seen emails come from these instances and confuse users because the information is outdated and wrong.

Howard Choularton

Ah - good idea. Yes we have a dev instance, maybe this is interfering. I will disable it and see if we find an improvement.

Thanks

Norbert Grzebieniarz_f3apsk

@Howard Choularton my users have same problem. Filter in jira returns 8 issues, and subscription returns 68 issues via e-mail.

I have only prod instance, so there is no way to receive outdated e-mails.

I'm running old Jira Software 7.3.6

John Funk

Hey @Howard Choularton and @Norbert Grzebieniarz

Did you ever get this resolved?

Howard Choularton

I think so, yes.

Frithjof

We are getting a somewhat similar error, a user is subscribed to a filter:

However he is still receiving mails about an issue which is not in that filter for almost a year, (status = Done since May 2021).
In the Email the status of the Email is still displayed as "Open".