Logs for outgoing e-mail activity with Service Desk

[Herr Stange]

Where to find the logs for outgoing EMails sent from the system after issues were created? Our Customer says, that he does not get notification/informations, when we as service desk agents create an issue. The Customer is added to the issue by using the field "reporter".
In the mask "Notifications" the "Reporter" is added to the event "issue created" . A post-function within the workflow fires the Emailthisissue-PlugIn succesfully. An as an agent, I got the noticiations too?!

As an Jira-admin I'm able to see the logfiles for incoming under "applications>Jira Service Desk>Email requests>view log > processing log". But it seems to me, that only the incoming activity is tracked? 

[Alexey Matveev · Accepted solution]

Hello,

You would need to enable the email outgoing log (System -> Logging and Profiling)

Have a look at this troubleshooting guide:

https://confluence.atlassian.com/jirakb/notifications-troubleshooting-203394737.html

[Herr Stange]

Thanks, that worked for me!

[Alexey Matveev]

You are most welcome! If my answer helped you, kindly accept my answer.

[Josh Thurman]

Is this only for server or will it work for cloud?

[Abir Stolov]

I do not see that, is it for the cloud version?

[Rosa M Fossi]

@Abir Stolov  Nay, there aren't any outgoing email logs for cloud version at this time.  I just went down this rabbit hole myself and outbound email logging has had varying degrees of interest from Atlassian users since at least 2017 per this Feature Request

https://jira.atlassian.com/browse/JSDCLOUD-4698

[Patrick Savelberg]

The Notification helper might help to troubleshoot some specific issues you have if you're on the cloud version.

• The Notification Helper tool can be helpful to understand why a Jira notification was not sent to a specific user, from a specific Jira issue, and for a specific event:

  • This tool is located in the page Cog wheel > System > Notification Helper

  • This tool will help confirm whether a given Jira user is eligible to receive a notification based on a specific event

  • !Note that this tool only check if the user is eligible to receive the notification, but does not guarantee that the user will actually receive it (since other parameters will come into play)
  • When using this tool, make sure to test the impacted user along with the impacted Jira ticket and the event for which this user did not receive a notification

https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html#TroubleshootnotificationsinJira-GeneralTroubleshootingTips