Email Event Notification for Events "Resolved" and "Closed" Not Working - Need Help

Hi, I've followed Jira's instructions and set up a notification scheme, associated it with a project, and added email notification for events "issue resolved" and "issue closed" for recipient "reporter". However, when a ticket is resolved or closed in said project, no email notification is sent to the reporter of the ticket. Any ideas?

Note: the email notification I've configured for event "issue created" for the same notification scheme and project works just fine (sending it to a single email [distribution list] account). So, the SMTP configs are shouldn't be an issue here. Thank you in advance for your response!

2 answers

1 accepted

0 votes
Accepted answer

Good start - as you say, if one email goes out, then the email server and process there is fine.

Next things to check (as your notification scheme sounds fine)

Check that the reporter really is nominated in the field (it's possible to set up Jira so that reporter can be changed from "current user")

Check that the reporter has a valid email address that Jira happily delivers to - use "mail servers" -> "send test email"

Finally, is it the reporter making the changes? If it is, check that they do not have "do not mail me on my changes" set in their profile.

And check all of what Nic said ;)

Oops, yes, I missed that one, sorry!

Thank you very much, Nic and John! It was indeed due to the config Notify users of their own changes? = NO under user preferences. I was the assigned reporter, and was the one closing/resolving the tickets in my tests. Thanks again, appreciate your help!

0 votes

Can you check if your workflow is throwing those events in those workflow transitions? You can have a Close workflow transition that throws no events or a 'generic Event'. You should make sure the 'Issue Closed' event is thrown at that transition.

Thank you very much, Nic and John! It was indeed due to the config Notify users of their own changes? = NO under user preferences. I was the assigned reporter, and was the one closing/resolving the tickets in my tests. Thanks again, appreciate your help!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,950 views 19 22
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