Only receiving emails for comments, not issue updates

Users are not receiving emails for events except for comments. When I transition an issue, no users (including those watching the issue) receive an email.

  • I can send test emails successfully.
  • When a user creates an issue through the ServiceDesk portal, they receive a confirmation email that the issue was created.
  • Users receive emails when someone comments on a ticket that they are watching.
  • When I transition an issue, no users (including those watching the issue) receive an email.
  • I've checked the Notification Helper and it indicates that the user should receive a notification for "Generic Event" and "Issue Updated" events.
  • The Notification Scheme (default) lists "All Watchers" for for all events
  • I'm using two users and have verified that "My Changes" is set to "Notify Me".

Any suggestions on how to debug this?

1 answer

0 vote

What events are being fired by the workflow transitions?

They were set to "Generic Event" by default and didn't work like that. I changed one transition to "Issue Updated" and pushed an issue through that transition and that didn't work either.

If I transition an issue and put a comment in for the transition, I will get an email with the comment (but not details of the transition). But if I omit any comment, I get no emails.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

202 views 1 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