Email not sent on close transition

[Michelle Larson]

I have a project that does not seem to be auto sending the close email however if you go into the notification helper it says they it its good. None of the notifications are being sent on close to the PM, Reporter or Watchers, the same with when the issue is reopened.

I created a test ticket and it sent the create to the 3 people in the notification scheme who should have gotten it, then I move it to status To Do and it sent the custom email I have created in the workflow then I closed it and reopened it and as you can see from the log nothing shows up.

Issue Closed in Notification Scheme.pngIssue Reopened in Notification Scheme.pngNotification helper.png

2016-10-20 07:55:43,621 INFO [] http-bio-443-exec-23 mrl19 475x7583x1 12uoh1j 146.186.206.60 /secure/admin/ViewLogging!markLogs.jspa
    
    ********************************
    Test Close-Reopen Email in WEBPM
    ********************************
    
2016-10-20 07:57:00,155 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='WEBPM-903 has had a status change to To Do' From='outreach-jira-stage@outreach.psu.edu' FromName='null' Cc='' Bcc='' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@5dd067eb' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Getting transport for protocol [smtp]
2016-10-20 07:57:00,155 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='WEBPM-903 has had a status change to To Do' From='outreach-jira-stage@outreach.psu.edu' FromName='null' Cc='' Bcc='' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@5dd067eb' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Got transport: [smtp://OIT-STAGE-JIRA%24@mail.outreach.psu.edu]. Connecting
2016-10-20 07:57:00,155 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='WEBPM-903 has had a status change to To Do' From='outreach-jira-stage@outreach.psu.edu' FromName='null' Cc='' Bcc='' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@5dd067eb' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Sending message
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='WEBPM-903 has had a status change to To Do' From='outreach-jira-stage@outreach.psu.edu' FromName='null' Cc='' Bcc='' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@5dd067eb' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Message was sent with Message-Id <286681552.16.1476964620155@OIT-STAGE-JIRA.WINDOM.OUTREACH.PSU.EDU>
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='mrl19@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@3d28d759' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Getting transport for protocol [smtp]
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='mrl19@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@3d28d759' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Got transport: [smtp://OIT-STAGE-JIRA%24@mail.outreach.psu.edu]. Connecting
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='mrl19@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@3d28d759' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Sending message
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='mrl19@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@3d28d759' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Message was sent with Message-Id <JIRA.82513.1476964591000.11.1476964620170@Atlassian.JIRA>
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@27887305' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Getting transport for protocol [smtp]
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@27887305' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Got transport: [smtp://OIT-STAGE-JIRA%24@mail.outreach.psu.edu]. Connecting
2016-10-20 07:57:00,170 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@27887305' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Sending message
2016-10-20 07:57:00,186 DEBUG [] Sending mailitem To='jxs59@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@27887305' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Message was sent with Message-Id <JIRA.82513.1476964591000.12.1476964620170@Atlassian.JIRA>
2016-10-20 07:57:00,186 DEBUG [] Sending mailitem To='gra104@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@67d6c044' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Getting transport for protocol [smtp]
2016-10-20 07:57:00,186 DEBUG [] Sending mailitem To='gra104@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@67d6c044' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Got transport: [smtp://OIT-STAGE-JIRA%24@mail.outreach.psu.edu]. Connecting
2016-10-20 07:57:00,186 DEBUG [] Sending mailitem To='gra104@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@67d6c044' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Sending message
2016-10-20 07:57:00,186 DEBUG [] Sending mailitem To='gra104@psu.edu' Subject='(WEBPM-903) Test PM Email on Issue Close/Reopen' From='null' FromName='Michelle Larson (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@67d6c044' MessageId='null' ExcludeSubjectPrefix=false' anonymous    Mail Queue Service Message was sent with Message-Id <JIRA.82513.1476964591000.13.1476964620186@Atlassian.JIRA>

[Tibor Hegyi [META-INF] · Accepted solution]

Hi Michelle,

Notifications on Issue Closed and Issue Resolved are sent only if these events are fired. JIRA does not fire them automatically, you must incorporate them in your workflow.

E.g. if you have a workflow with a transition that closes the issue, you must make sure the transition has a post function that fires Issue Closed. By default workflow transitions fire the Generic Event. The function that fires the event can be configured with a different event type, like Issue Closed.

Once the event is fired, the recipients will get the emails according to the Notification Helper.

Tibor

[Michelle Larson]

Thank you