Some agents do not get email notification when they are assigned

[Kyle Li]

In my JIRA service desk project, i had added a whole user group as service desk agent.

and when issue assigned to them, only a few of them can receive issue assigned notifcations. others cannot. 

Checked in postfix and email server log. both no email sent out log. but jira shows they should have received the notifcation

Is this a product bugs? any workaround to fix it?

[Nadine Schütt · Accepted solution]

Hello @Kyle Li

We had a similar issue once and it took us ages to find out what went wrong. In the end, it turned out the problem of an agent not receiving proper notifications was caused by this agent being member of a customer organisation. 

This issue is also described here: JSDSERVER-5797 Agents treated as a customer when they belongs to organizations

Hope it helps

[Kyle Li]

It seems it's a product bug yet. I solved this issue by remove and re- added the agents access in project role and application access.

[Alexey Matveev]

Hello,

Try to use the Notification Helper to find out if an email should be sent to users (System-> Notification Helper):

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

[Grigory Salnikov]

Hi @Kyle Li

Try to do the following:

• Enable the Outgoing Mail log in Administration > System > Troubleshooting and Support > Logging and Profiling and set it to DEBUG.

• Reproduce the problem.
• Check the atlassian-jira-outgoing-mail.log for any errors.