[JIRA] Mail notification is not sent out when a comment is added from Edit screen

Steps to re-create:

  1. Create an issue or open an existing issue.
  2. Click 'Edit' button.
  3. Add a comment. Do not change any of the other fields.
  4. Click 'Update' button.

I have double checked the notification scheme for 'Issue Commented' and 'Issue Updated' events, and for both recipients are associated.

A notification e-mail is not sent. Is this normal or a bug?

9 answers

1 accepted

Hi Sameera,
Have you verified your outgoing mail server settings?
Does JIRA send out notifications on other events (other than "Issue Commented" and "Issue Updated"?
Do you have any custom build events or listeners managing notifications?
Do you use any notification related plugins?

The fact that it doesn't end up in the mail queue means that the event isn't fetched by any listener or service.

The logs should say something about this...

Hi Tommy,

I have verified outgoing mail settings. They are OK.

For other events JIRA sends e-mails. Also, in following situations JIRA sends e-mails.

  1. A comment is added by clicking the 'Comment' button on the top or bottom of the issue view screen. (not through the edit screen)
  2. In the issue edit screen, modify any field (summary, priority, labels, etc.).

We have custom events and event listeners. However these have no relationship with the standard events. Event listners just capture the custom events.

We do not use any notification related plugins. I must have a look at the logs as you have mentioned.

Thanks!

was the recipient the one who made the comment. Please check if the user has in his profile "Do not notify me" under my changes.

I have already set this value to 'Notify me'. But the e-mails are not being sent.

do you see any errors in the logs?

I did not check the logs (catalina). However, during multiple attempts, I immediately viewed the Mail Queue after each update is made. There were no e-mails queued.

if there are no mails queued it is likely that an error has occured before. Please check the atlassian-logs if you find something at the time when the mails should have been sent.

Yeah, the logs might help us here.
Remember that you can increase the logging level if needed : https://confluence.atlassian.com/display/JIRA/Logging+and+Profiling

The "Issue Updated" should trigger a notification if everything is setup correctly.

Let us know what the logs says.

Br

Tommy

Looks like there's a problem with a plugin. I'll add highlights of the logs as a comment to the question.

Thanks!

Hi, please notice this: https://answers.atlassian.com/questions/221270/jira-not-firing-issue-commented-on-incomming-mail

I AM aware the situation is not the same, but JIRA does have a wierd way of handling "Issue Updated" and "Issue Commented"..

The question is weather JIRA thinks is "Issues Edited" or "Issue Commented" - a test onmy 6.1 instance, it gives a "updated an issue" for Your senario....even though he commented it...

I checked the logs and found these lines. Looks like the problem is with a plugin we have installed in our test system.

2013-04-26 13:35:12,887 http-8080-4 WARN shaakunthala 815x562x1 11ey1dq 172.25.94.211 /secure/QuickEditIssue.jspa [labs.remoteapps.webhook.WebHookRegistrationManager] Failed to publish web-hooks for event com.atlassian.jira.event.issue.IssueEvent
java.lang.NullPointerException

2013-04-26 13:35:12,977 http-8080-4 ERROR shaakunthala 815x562x1 11ey1dq 172.25.94.211 /secure/QuickEditIssue.jspa [jira.fieldsecurity.mail.JFSMailQueueImpl] 
java.lang.NullPointerException

2013-04-26 13:35:12,980 http-8080-4 ERROR shaakunthala 815x562x1 11ey1dq 172.25.94.211 /secure/QuickEditIssue.jspa [jira.fieldsecurity.mail.JFSMailQueueImpl] 
java.lang.NullPointerException

Is the jfs plugin installed including the patch? Please see here

We have already installed the patch.

Thanks!

Can you disable the jfs plugin and see if this problem is gone. If so, I guess you need some support from quisapps.

Yes, once JFS is disabled the mail was sent, but the exception still appeared. We have forwarded this to QuisApps.

http://www.quisapps.com/node/269

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