Is anyone else experiencing problems with notifications?

[María Ferreño]

Hello,
We have been using a JPD project for months, but in the last week we have experienced a lot of problems with notifications. Notifications are not reaching users when they create an idea or modify it for example. A priori everything is correct in the schema, but the emails are not coming through.
Anyone else with the same problem?

THANKS! 

[Communitymanager Ingrid van DiVault]

Hi Maria, are you still getting no notifications? 

[Tanguy Crusson]

Hi @María Ferreño , we might need to get in your site to investigate this, and that requires a support ticket. Could you please create one? 

it's easy, from JPD, "Give feedback", choose the support option, paste the same thing there, and voila.

[María Ferreño]

Hello @Tanguy Crusson , yes of course :) https://support.atlassian.com/requests/JST-918070/ 

We have created a support ticket (several actually), where we tried to clarify this issue. And they have referred us to the community.

If you think it's better, we can open another ticket just for this topic.

Thanks ;) 

[Tanguy Crusson]

Ah okay, that's a different issue to how I understood it based on your post above. 

So, it's not that notifications were working one day and stopped working the next, correct? But that you'd like contributors (people without a Jira Product Discovery license) to receive email notifications. Did I get this right? Or is it a new, different issue?

[María Ferreño]

Sorry @Tanguy Crusson  I didn't explain correctly :(
Months ago when we started our adventure with JPD, the notifications when a creator created an idea worked perfectly. Since a few weeks ago, when we have introduced more changes in the project and we have opened it to more users, Jira is no longer sending any notification email neither to creators nor to contributors when an idea is created.

What we would like is that both users, creators and contributors, receive this email when an idea is created so that they can see the key and follow its progress.
The notification helper confirms that they should receive this notification, but it never arrives in the inbox.
Is this something that's just happening to us?

Thanks! 

[Tanguy Crusson]

Okay, that makes more sense now, thanks Maria 👍

If creators are not receiving notifications then you should definitely raise a support ticket - that is meant to work (we just tested and it does work in our test sites)

As for contributors: they do not receive email notifications yet, something we'll need to get to. (edit: actually I'm not sure about that last part yet, testing now)

[María Ferreño]

Thank you! We will open another ticket for it then.

Regarding contributors, from our point of view, in case it helps, anyone who creates a new idea, wants to be informed of its progress or the decisions that are made. Is it not foreseen that contributors receive notification when it is created, or no notification at all?

THANKS

[Tanguy Crusson]

Okay, we got to the bottom of this, I can confirm the following: 

Email notifications will work when an issue is updated by a contributor who has access to any Jira product (Jira Software, Jira Service Management, Jira Work Management, Jira Product Discovery)

But not if it's done by a contributor who has got no access to any Jira product. We'll need to investigate what's possible there, after we're done with current commitments.

[Stephen Wood]

@Tanguy Crusson -- I've just been informed of this unfortunate quirk of the system (i.e. Contributors who do not have any other paid license do not get update notifications)

When is this meant to be addressed?

[YY Brother]

Hi María Ferreño,

Checklist related to your scenario:

1.Notification Scheme: will notitify this guy when certain events are triggered?

2.Permission Scheme (including issue level security scheme): can this guy browse this project and see this issue?

3.Personal Setting from top-right menu: related settings are not modified recently?

Thanks,

Craig

[María Ferreño]

Thanks @YY Brother  :)

1.Notification Scheme: will notitify this guy when certain events are triggered? Yes, we have checked with the  notifications helper and it confirms that the user should have received the notification, but no email arrives in their inbox, nor in spam.

2.Permission Scheme (including issue level security scheme): can this guy browse this project and see this issue? Yes, we have tested with both contributors and creators, and none of them receive the notification when their idea is created.

3. Personal Setting from top-right menu: related settings are not modified recently? Also! No change in this respect.

We have also checked with the mail server that they are not blocking such emails.

Thank you very much for your help ;)