My email notifications are not working

[Anis Hammoutene]

Hi,

I am running a jira service desk 3.4.2. My email notifications were working fine and with no problem. However, since two weeks, I noticed that only users with agent role receive email notifications. My question is: what could cause this issue ? Is there a way to view all the email logs ?

Thanks in advance,

[Markus]

check https://confluence.atlassian.com/adminjiraserver/configuring-renderers-938847270.html and see if the respective fields are set to Wiki Style Renders. this solved a similar issue on our side.

[Kamal Kailasa Babu]

try disabling "batch email notifications"

[Deleted user]

Hi @Anis Hammoutene,

Please verify the project configuration to check if the notifications are configured only for licensed users (agents, admins) as explained in this document.

Hope this information helps!!

Regards,

Priyanka

[Anis Hammoutene]

Hi @[deleted],

Everything is well configured, I already checked this link. It is really weird ! 

Don't know what's happening ...

[Deleted user]

Hi @Anis Hammoutene,

Sorry to hear that.

https://confluence.atlassian.com/jirakb/jira-service-desk-notification-explanation-829045118.html , https://confluence.atlassian.com/servicedesk021/configuring-jira-service-desk-notifications-693896343.html documents explain how the configuration works. Just shared so that you might find them helpful.

Regards,

Priyanka

[Anis Hammoutene]

Hi @[deleted],

I looked up every documentation, here is my observations:

1- My Notification scheme is correct;
2- My notification scheme is linked to my project;
3- I enabled logging for emails and when I comment an issue reported by a user, I notice this:
   1- The reporter doesn't receive the mail. However, when I use notification helper, I notice that this reporter is authorized to receive mails.
    2- Agents that are assigned to the issue receive mails.

So I don't really understand what's happening under the hood ... any help would be accepted.

Thanks.

[Deleted user]

Hi @Anis Hammoutene,

This could be possible only when the reporter itself is trying to comment on the issue and not receiving emails:

1. Notify users of their own changes is marked as No in Default User Preferences.
2. My changes is marked as Do not notify me in the Profiles section.  So, when at least one of the above configurations are changed then the reporter will be able to receive notification if they are the ones adding the comment.

Regards,

Priyanka

[Anis Hammoutene]

Hi @[deleted],

So all I need to do is to change one of them ? I am a bit confused. On my application Notify users of their own changes is marked as No in Default User Preferences. Do I need to change it to yes ?

Thanks.

[Deleted user]

Hi @Anis Hammoutene,

Let me explain it clearly then..

Yes, changing Default User Preferences Notify users of their own changes to Yes will send you email notifications about issue updates made by either both you and other people.

https://confluence.atlassian.com/adminjiraserver071/configuring-the-user-default-settings-802592314.html, https://confluence.atlassian.com/adminjiraserver071/managing-your-user-profile-935895233.html documents might be helpful to you.

Regards,

Priyanka