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Custom event not firing

I have looked in the forum but still having issues

I want to create a custom event (send and email) when a ticket moves throigh a transition

This is what I have done

  • Created the custom event through system
  • Added the event to the notification scheme and attached that to send to groups and single users
  • Changed the workflow (generic event) to point to my custom event
  • I am using a test user who should receive the email

I never get the email

What could be causing the issue and how can I troubleshot more

Thanks

Grant

3 answers

0 votes

@Grant Donovan First check that you have correctly followed the steps for setting up Custom events and configuring notifications for it, from the below document: https://confluence.atlassian.com/adminjiracloud/custom-events-868983028.html

 

If everything seems fine there, then since this is JIRA cloud and you won't have access to application logs, so I would suggest to contact Atlassian Support with your issue: https://support.atlassian.com/contact/#/

0 votes

The one that I trip over regularly - is your test account who should get the email the same account you are using to go through the workflow?  If so, check their profile - you need to make sure the "email me on my own changes" flag is set to "on", otherwise Jira won't email them.

Thanks Nic. Solved my problem.

I contacted support.  Although I was testing with other accounts, the ones I chose were service accounts , that is is why it didn't work

Thanks

Grant

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