Confluence: Email notification on action items

[Henrik_Madsen]

Hi,

We are currently running a cloud version of Jira and Confluence, however, after an update the email notifications for action items stopped working, i.e. not being send anymore.

I know that the notification area in confluence are usefull, but for less experienced atlassian / computer users, an email notification is best (for now anyway).

Can anyone point me in the right direction regarding where to enable this notification again?

[Shannon_Spaniol]

Hello Henrik,

Welcome to Atlassian Community. It's nice to meet you.

There was a bug the other day that stated that the daily update summaries weren't being sent out since July 24 (25 if you are in APAC timezone). I'm hearing from my customers now that they have been receiving these lately.

Could you confirm if this is the email you are referring to? 

• CONFCLOUD-67348 Daily Update Summary not Sent

Can you confirm if this is the update email you are referring to? If not, are other users not receiving their updates by email either?

Best regards,

Shannon

[Henrik_Madsen]

Hi Shannon, 

I'm sorry, but it is in fact not the same issue. 

What we see, is that when a person is referred to in an action item, and the page is published, they (were) normally notified via. email showing the action items adressed to them. 

Does that make sense ?

[Shannon_Spaniol]

Hi Henrik,

Thank you for confirming. I just want to confirm a few things with you.

1. Are all of your users not receiving notifications when a task is assigned to them? Does it matter whether or not the mention is on a page using the old editor or the new editor?
2. Do your users also not receive a notification when they are simply @ mentioned? 

It shouldn't be possible to disable this setting on your instance; we even have a feature request asking for that ability (see CONFCLOUD-25479). Therefore, there has been no change that I am aware of that would cause this. I have been able to confirm that it is working on other Cloud instances. 

You may also want to check with the Cloud Support Team and they'll be able to check your server logs and let you know if the notifications are actually going out. If you end up creating a ticket with them, please also include a link back to this conversation so they can share with us the details of the resolution.

Regards,

Shannon

[Henrik_Madsen]

Hi Shannon, 

Notifications are appearing as normal, the emails are not being send as normal. 

When a user is  "@username" in an action item, the specific user does not receive an email when the page is released.

[Shannon_Spaniol]

Hello Henrik,

Apologies for the delay. I am checking with my colleagues in the Cloud team and they also have not noticed an issue with this lately, so it might be specific to your domain or instance.

Have you raised a ticket with the Cloud team? They'll be able to take a look at your logs and let you know if the emails are going out from the server.

Regards,

Shannon