Problem with notification

[Nicole nic_wie]

Hi,

I have a notification scheme and there the editor and the author should be informed at every status change. Unfortunately only the editor and not the author gets a mail. What could be the reason for this?

Thanks in advance

Nicole Wieser

[Nicole nic_wie]

The behaviour is in all projects the same. Is there a generell setting? Regards Nicole

[Nicole nic_wie]

Hi, i've created a new rule to send mails to reporter, But no email was send. when i take alert user a email was send. It is the same email adress. What's wrong?

On the log there is an entry that the email was send, but it doesn't arrive.

[Ismael Jimoh]

Hi @Nicole nic_wie

May I ask if the reporter is also a service desk agent? Secondly, are the tickets created from the JIRA UI or from the service desk portal/email?

I ask this because I see you are using the Service Desk notification scheme and these 2 situations can potentially lead to no notification being sent.

Scenario 1:

Go to an issue that you created and you do not receive notifications for and look for the Request Type. Make sure it is not empty.

Manually set a Request type if there is none on the issue and test again to see if it starts to work.

Scenario 2:

For the second scenario if the user who created an issue is an agent, I have seen weird scenarios where the agents do not get notified in Service Desk channels they are agents in. It could be related to this bug you should try a restart when possible to see if it is related to the bug.

Do let me know if it helps.

Regards.

[Nicole nic_wie]

Hi,

i've run the notification helper and there should emails send to the reporter.

Enclosed the screenshots....sorry our system is german.

Regards

Nicole

[Ismael Jimoh]

Hi @Nicole nic_wie

I would run the notification helper on the project as the reporter to see if it passes.

also is this impacting all notifications or some. If the user selected not to be notified of his changes in user profile then they would not.

Anyway start with the notification helper and get us a screen shot of the result and your configured notification scheme.