Not receiving email notifications

[Tony Sims]

I have set up a custom event to trigger on a transition and it is set to send to a people in a role and it isn't sending. I wanted to review the issue in the log but it isn't available in this version of jira.

[Trudy Claspill]

Hello @Tony Sims 

Welcome to the community.

Have you tried using the Notification Helper to confirm that Jira is properly configured to send a notification to a person in that role for that event?

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Tony Sims]

I did use the helper and it has identified that no members are a part of the role that Ii am using but I have default members attached to the role but it is ignoring the default member.

[Trudy Claspill]

Can you show us the following?

1. The Project Roles showing who has been added to the role.

2. The notification scheme that shows the event and the intended recipients of the notification.

3. The output of the Notification Helper.

4. A screen that shows the user you specified in the Notification Helper is a member of the Project Role you are trying to reach.

[Tony Sims]

[Trudy Claspill]

Hello @Tony Sims 

You have flagged your post to indicate you are using the Free plan. And I see from the first screen image that you appear to have created custom Roles in your Jira instance.

Per this document customizing Role membership per project is not available in the Free plan.

While you may create the Role and associate Default Members with it, that results in those users getting associated to the Role automatically only for new projects created after that. Adding new Roles or changing the Default Members of a Role doesn't doesn't affect projects that already exist.

With a paid plan you would be able to go to the People settings for a project and assign a user to a role. That is not available in the Free version.

[Tony Sims]

These are contradictory and disturbing statements. I doesn't make sense to allow creation of a default to not deploy it at the time of creation. Also the tool does allow a site admin to update the roles manually.

[Trudy Claspill]

I am only telling you how the system operates.

You can create custom roles. You can assign default members to the role. Per the documentation, the default members are assigned to the role in a given project at the time the project is created. If the project already exists, creating a custom role with default members does not assign the members to that role in the pre-existing project.

And, if you look at your screen image you will see that in fact you cannot add users to roles in a project through that screen. As it says in the Free plan you can only add people using the site administration settings. That gives access at the site level. Because it is the Free plan all users granted access to the site are given admin access to the projects, per the documentation.

[Tony Sims]

I have upgraded my license and now having trouble because it says I'm not assigned to the issue. The point of the group notification was to email everyone in the group so they could determine who to assign to the issue. Why is this not working?

[Trudy Claspill]

Hello @Tony Sims 

There are two questions there.

1. It says you are not assigned to the issue.

2. "group" notification is not working.

What did you upgrade your license to?

Can you provide more details about #1? Where is it saying you are not assigned to the issue? Is that output from the Notification Helper? According to the images you provided before, it already said you were not the assignee, so that is not a change in the outcome.

The Notification Helper will look at all the configured recipients for the event for the issue, and check the user against each one. It should tell you if the specified user matches or does not match each category. So, if the recipients for the event are Reporter, Assignee, and Project Role, and you match any one of those, then the notification will be sent to you. You don't have to match all of them.

Regarding #2, without more detail about what the Notification Helper is reporting now I would fall back to what I said before. The Default Members of a project role will get that role in a project only if the project is created after that Default Members list is configured. If the project already exists you would need to go to the Project Settings > People option and assign users to that custom role in order for the Notification Helper to say that the user is a member of the role for the project.