Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Automation Rule doesn't send an email after the Jira Upgrade

Project Setting ---->Automation-----> Rule is defined in such way that if it Satisfies the certain condition 

 

Email must be triggered , we could not receive an email 

 

This Breaks after the Jira Upgrade.

 

Thanks,

1 answer

2 votes
Fazila Ashraf Community Leader Nov 30, 2021

Hello @NGATDev 

 

Post the upgrade, does the normal jira notifications get triggered?

Can you check the mail queue also?

 

Hello Fazila,

We apologise that our first description was too brief.

We have recently upgraded Jira from version 8.13.1 to version 8.20.1 (from version 4.13.1 to version 4.20.1 for Service Management).

Yes, the normal Jira notifications get triggered and there is no error in the mail logs.

Previously, we sent a notification to Customer Technical Service by adding a comment with the mention of the Customer Technical Service user account when creating the issue.
We used 2 ways to do this:

  1. Triggering the Alert user action in an Automation rule.
  2. Adding a comment in a ScriptRunner post-function of the creation transition.

However, after migration, these notifications are no longer sent. This is a problem for us because we have contracts with SLAs with our customers.

I created a support ticket here: SDS-62086

Thank you in advance for helping us.

Kind regards,
NGAT Team

Benjamin Community Leader Dec 01, 2021

@NGATDev :

 

Are you able to check the automation audit log for either one to get additional details? 

 

# 1 should have an audit log

#2 should have some information whether the script has been trigger successfully.

 

-Ben

Hello @Benjamin,

  1. The audit log shows no errors:
    firefox_VOu35RNSUd.png
  2. The ScriptRunner log shows that the script is triggered successfully:
    firefox_nuuWVd0J9S.png
    firefox_2TOvPmIvqh.png
Benjamin Community Leader Dec 02, 2021

Thanks @NGATDev .

 

No errors in the script. E-mails are working. So, something in between the script trigger to the e-mai server is not working properly. Suggest to follow up with the support ticket you have. 

 

The only other thing I would try is remove one of the automation setups and add it back and see if that changes anything.

 

Thanks,

 

Ben

Hello @Benjamin

FYI

I have seen with Atlassian support team and after many investigations this is related to a know bug JSDSERVER-10909.

If the issue is created on the portal view, the mentioned user is added to the Request Participants and he only receives the notification that tells him he is added to the Request Participants but not the one with the mention.

If the issue is created on the agent view, the mentioned user is not added to the Request Participants and he only receives the notification with the mention.

The fact that the added to Request Participants notification has a link to the portal view of the issue and the notification with the mention has a link to the agent view of the issue seems to be also important there.

I hope the correction of the bug will correct also the notification :)

Kind regards,
NGAT Team

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

779 views 5 13
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you