Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Jira is sending emails for new tickets but not emails for updates to tickets

Brandon E I'm New Here Jan 19, 2023

Hi folks,

New to administering Jira, we lost our Jira admin recently and I'm trying to fill in the gap so forgive me if I'm a bit slow.

Our issue is, if someone places a new ticket, we (IT) get an email notification and the user get the confirmation email back. The user doesn't get any email updates to the ticket once it has been placed. They do get updates for changes from in progress to closed. 

I've followed a few of the KB articles and checked the mail queue, all was clear there. Our spam filter isn't grabbing it. I can send outgoing test emails in the Jira admin.

All the health checks passed except for this:


Application links

What does this check do?

Checks the status of your application links and reports back any errors.


The health check was unable to complete within the timeout of 20000ms.


Thank you for any guidance!


1 answer

0 votes

@Brandon E -

Welcome to the community.  Here are two places where you can check for the notification setup -

1) Access the project in question - go to Project settings >> Notifications.  From here you can see the notification scheme used for the project   Verify what is the setting for the "Issue Created" event to see if Reporter is included or not.

2) From Project settings >> Customer notifications.  From here, review what is the configuration setup for the "Request created" rule to see if it is setup properly that customer "reporter" is included.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events