Next-Gen alerts stopped emailing randomly

[Conrad Fleming]

I have recently set up a project for our maintenance crew and we use the alert user to send email alerts to the supervisor, he realised today that he has stopped receiving emails. The last email we have found was sent 6 days ago. 

Audit logs only shows new customers being created when they log tickets for the first time. Everything else works and some of the other guys get notifications but as the supervisor is out and about most of the day he needs to get email alerts to see these jobs coming in. Any help would be appreciated.

Regards,

Conrad

[Conrad Fleming · Accepted solution]

To solve this I created a new automation with the same settings and went into the problem users' Personal Settings in the avatar and change the dropdown box in "Notifications of your changes" set to "Notify me"

[Radu]

Hi @Conrad Fleming ,

Did you change anything in terms of issue type? Automation condition filtering?

If you're using a JQL to alert the supervisor only of a specific type of issues and you change the issue name you also need to update the Automation JQL.

Would be nice if you could share a bit more of your configuration and/or sample tickets/log. If you do that please anonymise it. If not I'd encourage you to reach out to support.

Cheers,
Radu

[Conrad Fleming]

Hi @Radu 

Only changes made were to the workflows. But nothing else, the alerts are still going through the built in automation where it comments the supervisors name but they are not receiving any emails from it.

The way we have set it up to work is that once a ticket is created, it alerts the supervisor and he received email alerts for the mention of his name in an internal comment.

I have attached a couple screens to show the alert from the automation is still being created at the creation of the ticket but no email is going out.

The automation has been altered to assign it to the supervisor as an attempt to fix it which did not work.

[Radu]

Hi @Conrad Fleming ,

Did you try switching the user or adding a new one to rule out any user settings?

If the automation rule is executing I expect it has something to do with notifications/ email for the person rather than with automation itself.

Could you also check using notifications helper?

<yourinstance>.atlassian.net/secure/admin/NotificationHelperAdmin.jspa

Try Generic event / Issue commented.

Radu

[Conrad Fleming]

Hey @Radu I have tried that and it seems to be on multiple users. If we assign the request to a user they get the alert emailed, if they manually mention the user (even if it is the user mentioning themselves) they get the email.

The automation rule seems to be running fine, the logs show it is on time with no fails

Notification helper returns saying they would not get the emails but that does not include the @ mention I would imagine? 

It is just the automation alert that seems to not be sending out emails specifically but the automation still does the first step

[Radu]

Hey I just realised you were showing me the audit log for the Jira instance.

Could you check the automation audit log?

See below for a screenshot

Also I do realise I'm making you jump through hoops here but I can't find the source of the issue as is.

Could you also confirm in between Aug 15 and today you had 6 examples where the notifications didn't fire?

Thanks,

Radu

[Conrad Fleming]

Hey Radu, not a problem about jumping through the hoops, if we can solve the issue it will be a win :) 

I have attached two screenshots, I attempted making another new automation in case it was somehow failing to run. Each only run when an issue is created, so each time it runs is supposed to send an alert to the supervisor.

We have found a workaround by having "Notifications of your changes" set to "Notify me" which now looks like it is working. Unsure what has happened, is this usually set automatically to "Notify me"?

Regards,

Conrad

[Radu]

Hi @Conrad Fleming  I am unable to see the screenshots, could you check if you can?

So if the rule was executed as being performed by your supervisor and your supervisor had his notification settings to "Don't notify me of my changes" then this is a good explanation as automation runs as if the user executed the action.

You could ask you supervisor if they changed the setting.

Or if the supervisor account is new I think the default is that they don't get notified.

Let me know about those screenshots.

Thanks,
Radu

[Radu]

I see them now, for whatever reason. It must have been the self notification thing above.

[Conrad Fleming]

Hey @Radu sorry about that I seemed to have forgotten to attach them, I have edited them in my previous response.

The supervisor was receiving emails prior to the issue,  he was the first account we put on the system during transition and everything was working correctly.

I will have to contact the supervisor and find out if they changed it

Regards,

Conrad