Service Desk sends notifications randomly Edited

Hello,

I've set up the Service Desk notifications (yes I'm aware Service Desk uses it's own notifications - not the JIRA notification scheme) but the mails seem to be send randomly. I've made a test where i opened a ticket, did some changes and then repeated the exact same test a second time with another ticket. Result:

 

Action | E-Mail send?

Ticket created | Test 1 no, Test 2 yes

Changed status | Test 1 yes, Test 2 no

Added comment | Test 1 yes, Test 2 no

Changed status | Test 1 no, Test 2 yes

Added comment | Test 1 yes, Test 2 no

Close ticket | Test 1 no, Test 2 no

Reopen + comment | Test 1 no, Test 2 no

Close ticket | Test 1 no, Test 2 no

 

Is this bug https://jira.atlassian.com/browse/JSDSERVER-5535 the cause?

 

Edit: I'm running Service Desk Server 3.9 and JIRA Software Server 7.6

1 answer

0 votes

If it is that bug, then there should be a pretty specific error message seen in the logs at the time this issue is transitioned to execute this event that should be triggering these notifications.

See if you can replicate this action once more where the customer does not get a Service Desk notification when they should.  If you note the time this transition happened in Jira, then the $JIRAHOME/log/atlassian-jira.log should have log entries with very similar errors to that bug case.

It is possible this is the same bug, but without seeing your logs I don't want to guess as to the source of the problem just yet.

Regards,
Andy

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

19,014 views 13 32
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you