JIRA Service Desk doesn't send certain e-mail notifications

[Kamil Pietrzak]

I recently updated JIRA Service Desk to 3.9.0. After update JIRA don't send customer notification when we change issue status and send if issue commented.

Below notification settings:

[Andy Heinzer · Accepted solution]

For other users that might come across this same error:

This appears to be a new bug in Jira Service Desk 3.9.0 and we are tracking this currently in https://jira.atlassian.com/browse/JSDSERVER-5535

[Jeff Clay]

I had the same problem. It is resolved in 7.6.1 Jira and 3.9.1 service desk.

[Andy Heinzer]

Interesting, to the best of my knowledge the problem Kamil had was also potentially a problem in 3.9.1.  However I believe this is fixed in the 3.9.2 version of Service Desk. We detailed more of this fix in https://jira.atlassian.com/browse/JSDSERVER-5535

[Jeff Clay]

Confirmatuon emails and staus emails werent being sent from service desk, yet all outbound test emails worked fine. I didn't see anything in the logs. After updating the server the problem was solved.

[Andy Heinzer]

The screenshot you posted is of the Jira Core notification scheme.  Service Desk customers have never been notified via those settings.  Those specific setting are only for sending notifications to Agents or other Jira Core/Jira Software users that might be involved in that issue.

This distinction is also explained in JIRA Service Desk Notification explanation.

I would like to learn more about your specific problem though:

1. Are other Agents or Core/Software users getting core notifications?  You can add one of these users to the requested participants and then edit the issue to check and see if this is working
2. What version of Service Desk did you upgrade from?

From there I think it would help to walk through the guide on How to Troubleshoot email notifications in JIRA Service Desk.  This guide covers a number of concerns.  It might be necessary to look more closely at the $JIRAHOME/log/atlassian-jira-outgoing-mail.log file at this time in order to understand if perhaps this is a problem with the mail server, with Jira, or perhaps some other environmental factor.

[Kamil Pietrzak]

Thank You for Your answer. Now its more clear difference between JIRA Core notification and customers notification in JIRA Servisk Desk. Below is a description of the problem.

When customer send message to our service email then is notified that issue was created. 

When agent only add comment to issue then JIRA Service Desk send notification to customer.

But when agent change issue status to resolved then notification never came and we see in catalina.out Inconsistent Cache warning:

[DebugListener]: DebugListener.issueGenericEvent
[DebugListener]: Issue: [#22123] test notification
[DebugListener]: Comment: com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a
[DebugListener]: Change Group: [GenericEntity:ChangeGroup][issue,22123][author,admin][created,2017-12-01 06:24:38.857][id,41044]
[DebugListener]: Event Type: Generic Event
[DebugListener]: Time: Fri Dec 01 06:24:38 UTC 2017
2017-12-01 06:24:38,953 http-nio-8080-exec-19 INFO kamil 384x17922x1 1gvj1mo 172.20.7.1,127.0.0.1 /secure/CommentAssignIssue.jspa [c.a.j.p.h.s.task.impl.SendNotificationTask] Found 1 messages to send to HipChat
2017-12-01 06:24:38,978 http-nio-8080-exec-19 INFO kamil 384x17922x1 1gvj1mo 172.20.7.1,127.0.0.1 /secure/CommentAssignIssue.jspa [c.a.j.p.h.s.task.impl.SendNotificationTask] Found 1 messages to send to HipChat
2017-12-01 06:24:38,998 http-nio-8080-exec-19 WARN kamil 384x17922x1 1gvj1mo 172.20.7.1,127.0.0.1 /secure/CommentAssignIssue.jspa [c.a.s.p.b.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@304cdeda[issue=CS-2489,comment=com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,41044][issue,22123][author,admin][created,2017-12-01 06:24:38.857],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.pass.net.pl},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@704f0d22[fieldType=jira,field=resolution,from=<null>,fromString=<null>,to=1,toString=Fixed,created=2017-12-01 06:24:38.857], com.atlassian.jira.issue.history.ChangeItemBean@320e8372[fieldType=jira,field=status,from=10300,fromString=Waiting for support,to=5,toString=Resolved,created=2017-12-01 06:24:38.857]], author=Optional[kamil(admin)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a], issue=CS-2489, eventTime=Fri Dec 01 06:24:38 UTC 2017, sendMail=true}'
2017-12-01 06:24:39,063 http-nio-8080-exec-19 WARN kamil 384x17922x1 1gvj1mo 172.20.7.1,127.0.0.1 /secure/CommentAssignIssue.jspa [c.a.s.p.b.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@304cdeda[issue=CS-2489,comment=com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,41044][issue,22123][author,admin][created,2017-12-01 06:24:38.857],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.pass.net.pl},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@41db80cb[fieldType=jira,field=resolution,from=<null>,fromString=<null>,to=1,toString=Fixed,created=2017-12-01 06:24:38.857], com.atlassian.jira.issue.history.ChangeItemBean@4a925703[fieldType=jira,field=status,from=10300,fromString=Waiting for support,to=5,toString=Resolved,created=2017-12-01 06:24:38.857]], author=Optional[kamil(admin)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a], issue=CS-2489, eventTime=Fri Dec 01 06:24:38 UTC 2017, sendMail=true}'
2017-12-01 06:24:39,073 http-nio-8080-exec-19 WARN kamil 384x17922x1 1gvj1mo 172.20.7.1,127.0.0.1 /secure/CommentAssignIssue.jspa [c.a.s.p.b.internal.events.ServiceDeskOnCompletionExpectationManagerImpl] Inconsistent Cache state, as object returned event 'com.atlassian.jira.event.issue.IssueEvent@304cdeda[issue=CS-2489,comment=com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,41044][issue,22123][author,admin][created,2017-12-01 06:24:38.857],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.pass.net.pl},subtasksUpdated=false]' but expecting 'IssueChangedEventImpl{changeItems=[com.atlassian.jira.issue.history.ChangeItemBean@5d8bc2a3[fieldType=jira,field=resolution,from=<null>,fromString=<null>,to=1,toString=Fixed,created=2017-12-01 06:24:38.857], com.atlassian.jira.issue.history.ChangeItemBean@58b104bc[fieldType=jira,field=status,from=10300,fromString=Waiting for support,to=5,toString=Resolved,created=2017-12-01 06:24:38.857]], author=Optional[kamil(admin)], comment=Optional[com.atlassian.jira.issue.comments.CommentImpl@d7b9f71a], issue=CS-2489, eventTime=Fri Dec 01 06:24:38 UTC 2017, sendMail=true}'

atlassian-jira-outgoing-mail.log contains only some old smtp timeout errors.

Previously, everything worked in JIRA Service Desk 3.4.0.

I suspect that this could be caused by workflow configuration, but have no idea what is wrong.

By the way, i can't attach logs to question in this community because my query is marked as SPAM.

[Andy Heinzer]

Hi Kamil,

Thanks for this additional information.  In order to help us troubleshoot this issue, I would like to see if we can gather logs from your system.  In order to do that, I created a support request on your behalf.    Please upload the logs to that link.

Regards,
Andy