Customers do not receive notifications

Since Jira 7.6.0, our customers sometimes do not get a notification if a comment is added to the ticket. I have not found anything in the logs and we have not changed anything on the workflows.

3 answers

1 accepted

1 votes

For other users that might come across this same error:

This appears to be a new bug in Jira Service Desk 3.9.0 and we are tracking this currently in https://jira.atlassian.com/browse/JSDSERVER-5535

Update:   We are expecting this bug to be fixed in the JSD 3.9.2 version that has yet to be released.  In the meantime there is a newly found work-around on the bug ticket that could be used to get around this problem:

Workaround

  1. navigate to $JIRAURL /secure/SiteDarkFeatures!default.jspa you will need to be a Jira system administrator to reach this page
  2. remove the feature flag "sd.internal.base.off.thread.on.completion.events.enabled"
  3. While this work-around can help prevent the event based problems noted in this bug, once the upgrade for 3.9.2 has been released/applied, I would recommend turning back on "sd.internal.base.off.thread.on.completion.events.enabled" so that get the benefits of faster requests (SLA indexing / updating and others will happen asynchronously).

I hope this helps.

Andy

0 votes

Hi Daniel,

Sorry to hear that there have been intermittent problems in regards to customers getting notifications from Service Desk.

I would recommend starting with the KB How to Troubleshoot email notifications in JIRA Service Desk.   If you can walk through this, I suspect that you would need to enable some DEBUG level logging on the outgoing mail in Jira in order to see more information about this.   This can be complex to follow, but I find it is really the only means to troubleshoot an intermittent problem like this.

With notifications, there are lots of possible causes for problems.  Furthermore, Jira can only track a message up to the point that the SMTP server Jira is using acknowledges the message itself.  It could be the message is then being filtered or altered by the destination SMTP which Jira cannot track.  But at least with the DEBUG level logging, if the SMTP server Jira is talking to does throw an error or warning, the logs will have a record of this.

Please let me know if we can be of any additional help here.

Andy

Hi Andy,

I have created a new request and then activated the debugging for outgoing mails. The notification for the agent (standard jira notification layout) and the create notification (jira service desk notification layout) were sent and received.

My problem focus on receiving notifications for comments during status changes like Waiting for support -> Waiting for customer.

I have answered the request with clicking on "Respond to customer" and added a comment. No notification was sent to the customer (no debug log entries).

In the second step I added a comment without changing the status. The customer has received the notification.

I have not made any changes to the status model or workflows. This error has occurred since the upgrade to Jira 7.6.0 with Jira service desk 3.9.0.

Daniel

Hi Andy,

I have an update regarding my problem. I get following log entries:

2017-12-05 20:16:05,739 http-nio-8080-exec-62 WARN my.username 1216x11875x1 1gr5v1h 2123:c6:1234:f200:1234:3644:1234:1234,127.0.0.1 /secure/CommentAssignIssue.jspa [base.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@12b114f1[issue=SD-1234,comment=com.atlassian.jira.issue.comments.CommentImpl@56e70dfd,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,16308][issue,16101][author,my.username][created,2017-12-05 20:16:05.618],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.domain.invalid},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@1b064e3e[fieldType=jira,field=status,from=10001,fromString=Waiting for support,to=10002,toString=Waiting for customer,created=2017-12-05 20:16:05.618]], author=Optional[my.username(my.username)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@56e70dfd], issue=SD-1234, eventTime=Tue Dec 05 20:16:05 CET 2017, sendMail=true}'
2017-12-05 20:16:05,823 http-nio-8080-exec-62 WARN my.username 1216x11875x1 1gr5v1h 2123:c6:1234:f200:1234:3644:1234:1234,127.0.0.1 /secure/CommentAssignIssue.jspa [base.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@12b114f1[issue=SD-1234,comment=com.atlassian.jira.issue.comments.CommentImpl@56e70dfd,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,16308][issue,16101][author,my.username][created,2017-12-05 20:16:05.618],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.domain.invalid},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@678054e8[fieldType=jira,field=status,from=10001,fromString=Waiting for support,to=10002,toString=Waiting for customer,created=2017-12-05 20:16:05.618]], author=Optional[my.username(my.username)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@56e70dfd], issue=SD-1234, eventTime=Tue Dec 05 20:16:05 CET 2017, sendMail=true}'
2017-12-05 20:16:05,842 http-nio-8080-exec-62 WARN my.username 1216x11875x1 1gr5v1h 2123:c6:1234:f200:1234:3644:1234:1234,127.0.0.1 /secure/CommentAssignIssue.jspa [base.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@12b114f1[issue=SD-1234,comment=com.atlassian.jira.issue.comments.CommentImpl@56e70dfd,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,16308][issue,16101][author,my.username][created,2017-12-05 20:16:05.618],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.domain.invalid},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@1185be9a[fieldType=jira,field=status,from=10001,fromString=Waiting for support,to=10002,toString=Waiting for customer,created=2017-12-05 20:16:05.618]], author=Optional[my.username(my.username)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@56e70dfd], issue=SD-1234, eventTime=Tue Dec 05 20:16:05 CET 2017, sendMail=true}'

 

Hi Daniel,

Thanks for providing that specific stack trace.  It looks like we are going to need to get more information from your environment in order to be able to investigate this further.  To do that I created a support case on your behalf.  Please see

https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-29186

Regards,
Andy

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