Notifications not sending to certain users

Question

I have multiple AD user directories setup in Jira service desk but when we open a new case or comment on an issue, the users in a particular user directory do not recieve any notifications.

I have tried the below:

* The config in each user directory is the same
* The OU layout in AD is the same for each user direcctory
* The user account and email address is visable in Jira
* The notification helper confirms they should receive these notifications.
* I can email the user with the send email facility
* Nothing shown in the log file to show why the emails arent being sent
* We would like to move to a new server in order to upgrade to newer versions but the same issue is occurring on the new server on an up to date version of Jira before importing any projects from our old setup.
* Our emails are being sent throgh a gmail account, when i make a change to an issue the emails to some users can be seen in sent items but not these specific users.

Any help much appreciated.

Thanks

John Edwards

john-em · Answer

Hi Andy

I think this is resolved now. Our service desk is set to use the default notification scheme but adding notifications onto the service desk scheme seems to make it all work correctly. I’ve been monitoring for a couple of days to make sure all emails are going correctly and it seems to be doing so.

If it raises its head again I’ll post back up on here.

Thank you for your help

John

Andy Heinzer · Answer

HI John,

I created a support case for this topic over in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-43185

I have requested some additional information about your system so that our support team can better try to help here.

Regards,

Andy

john-em · Answer

They're service desk customers unfortunately. However the users can login to the portal as normal. The account info is being pulled through and I can see the correct email address on the account details section of JIRA.

I don’t believe this is related to the OU as I said previously as its affecting users outside of that group. Checking the mail queue and sent items of our email server its just not generating the email.