email notification from events failing


I have created a custom event. This event uses the "Issue Created" template. It is associated with a transition in a workflow and associated with an issue type through the appropriate schemes. I have checked the Notification Helper and it indicates that the appropriate user should be notified when this event is triggered. They are not. 

I have changed the PostEvent in my workflow from triggering "Panic Issue" (my custom event) to triggering "Issue Created" (the system event) and everything works as expected.

So my question to you is this. What else should I check to see why this event isn't firing?

The event says it is "Active" and it is associated with the correct Notification Scheme and the correct workflow. 

What else should I be checking?

3 answers

1 accepted

Hi Tom,

I just performed some tests, and even if you change the event to a custom one, the notification is correctly delivered. Is it only one user facing the problem? Does it receive notifications from other projects that are not using that workflow? Please take a look at Not Receiving Email Notifications in JIRA Cloud as it can be helpful. If it doesn't help, please raise an issue with us so we can further troubleshoot this.




Thanks for the input. Well, with your help, I solved the problem. However, I still think there might be a bug lurking in there. I had two users being notified when this custom event fired. The first (user a) in the list did not have "browse projects" permissions for this project, the other (user b) did. That is what was stumping me. Why were BOTH emails not getting notified. 

When I changed permissions to allow the user (user a) to "browse projects" BOTH users were notified. They were stacked with User A on top of User B. See the attached screen shot.custom event.jpg

So there might be a bug there. 

Suffice it to say. Things are fixed thanks to your link to "Not Receiving Email..."



Hi Tom,

I am glad you were able to fix this. I don't believe this is a bug as it is outlined in our documentation about Notification Schemes:

Please Note:

  • Email notifications will only be sent to people who have permission to view the relevant issue — that is, people who:




Clarissa. What I saw was that if the FIRST person did not have those permissions that ANYONE after that person did not get an email, even if they had browse permissions. So in my example, when I was testing last night NOBODY was getting an email notification, but when I changed the Browse Projects permissions on the FIRST person in the list, then BANG! everyone got notified. It felt like JIRA got hung up.

That's odd Tom, I just tested this and even if the person at the top of the list didn't have Browse Projects permission, the rest of the list was correctly notified. If you are able to replicate this again, please share some more details with us so we can test this in the same way. Cheers, Clarissa.

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 ...

2,811 views 11 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