don't send a issue created notification Edited

Hi,

We wanna send a issue created notification about service desk task. We see it in mail queue. But we have a problem for email outgoing when create a issue about service desk task. The mail outgoing log is enable but ıt isn't working. This problem is only occurs in a issue create scenario. So The service desk doesn't send a create notification to anyone. 

1 answer

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Brian Cohen Atlassian Team Oct 20, 2017

Hi!

To narrow down this problem some extra details would be helpful.

How are these issues being created in Jira Service Desk? Are they created through the customer portal or through the standard Jira issue creation?
There is a known issue when creating issues outside of the customer portal where the issue will not have a set Request Type.

You can find more on this specific issue in this guide:
How to Troubleshoot email notifications in JIRA Service Desk

 

You said though that you can see the mail in the mail send queue, which makes me think this is a problem with your outgoing mail connection more than anything else.

Does this happen with a particular user/email address or any? I'm wondering if the mail server is rejecting the email for some reason.

If you try to manually flush the mail queue will it send this message?

To address the mail debug logs not working. If you've enabled the outgoing mail debug log you should find the logs in a file called atlassian-jira-outgoing-mail.log.
If you aren't able to get this working you may try enabling mail debug through a startup JVM parameter, -Dmail.debug=true
Setting properties and options on startup

Hopefully with a bit more information we can get to the root of this issue!

Best regards,
Brian

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