After upgrade to Jira 8.0.1 email notifications to customers from Service Desk are not sending

[Phil Wade]

I am getting notification emails as a JSD user and for other projects. So this is only about customer notifications with the JSD project.

I didn't change any config after the upgrade.

Any ideas?

[Andy Heinzer · Accepted solution]

Are you by chance using a MS SQL database for Jira?  If so, then you might be affected by this bug JSDSERVER-6253.  Unfortunately, there does not appear to be a work-around documented for this bug at this time.  However I would recommend watching and voting on that issue if this affects you.   Once a work-around has been found, or an update that fixes this has been released that ticket will be updated with more information. 

This specifically affects Service Desk 4.0.1 that corresponds to the Jira Server 8.0.1 release.

[Phil Wade]

Hi Andrew

I am in that situation.  

Should I wait for a fix, or downgrade?

regards

Phil

[Andy Heinzer]

A downgrade it one possible solution here.  However I'm not always a fan of trying these because they are rather complicated, but it depends on the version your downgrading to as to whether or not I'd recommend it.  There are some other bugs in the Jira 8.0.0 / JSD 4.0.0 version that I'm not sure I'd recommend downgrading to.  Other more recent 7.12.x versions are more stable.

However from looking into this more it looks like you might be able to work-around this issue by replacing the mssql database driver jar file that Jira is using to communicate with your SQL database.  Try this instead, it should be considerably better work-around than downgrading or trying to wait for an update:

1. Stop Jira
2. Navigate to your $JIRAINSTALL/lib/ folder
3. Move the file in this folder called mssql-jdbc-7.2.0.jre8.jar to a temp folder outside the install parent directory
4. Copy in the mssql-jdbc-6.2.1.jre8.jar
5. Start Jira again

[Phil Wade]

thanks that has worked