Notifications not sent to distribution list

I have several dummy users set up in Jira, which are each linked to a distribution list email id. When an issue is created the notification must go to the reporter, assignee and watchers.

The notifications, permissions and project roles are perfectly set up and checked multiple times for any missing links. I also verified that JIRA is successfully sending mails to all of these distribution lists when I use the "Send email" (Administration> System> Outgoing Mail> Send Email) feature. I also inspected the Mail Queue under Administration > Mail Queue and verified that it is empty. I have also verified that notifications for the concerned project are going successfully to the expected stakeholders when the reporter, assignee or watcher is a user linked with individual email id (as opposed to a distribution list). I have also ensured that these dummy users have logged in to the application once and verified that their login count is greater than 0.

Can someone please help me figure out why the notifications are still not going to the distribution lists alone?

3 answers

What permissions/roles does the dummy users have in the project? Are they either reporter, assignee or a watcher? 

Thanks for replying Gabrielle. The dummy users have been given role: "Service Desk Customers" and all of the available permissions have been given to them.
They are usually reporters on the tickets that I have been testing till now. In few cases, they were made watchers as well, but no email notifications are going to the delivery lists.

Check the jira/application logs for any errors. Are those email address accessible from your domain?

These e-mail addresses are merely distribution lists that contain other individual e-mail IDs. They are accessible from my domain. I have verified that regular test mails are going to the groups.

Hi Supriya,

I have the same issue with Confluence and I hope help will come soon.

I had the same issue, what I did was to add the "single users" to the permission scheme with "Browse Project" and "Create Issues" permissions. Not in the "Users and Roles" section, but in the "Permissions" section.

Permissions -> Action -> Edit Permissions -> Grant Permission -> Show More -> Single User

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,950 views 12 18
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot