user stopped receiving emails from jira notification

[Anukriti]

We have couple of projects that are facing this issue that the email notifications are not generated when a ticket is being created .
it was working a month ago , however it stopped all of sudden without any changes made at the project level .
I even trying creating an automation rule as per the documentation , however it is not giving me any custom DL or emails IDs for the team members

[Vishal Banshraj Gupta · Accepted solution]

Hi Anukriti,

Welcome to the Atlassian Community!

Are you experiencing this issue across all Jira projects or just one or two? If it’s happening in all projects, please check your Global Outgoing Mail Handler. It might be turned off. If that’s the case, please enable it and try creating a sample issue.

Here are the steps to check the Outgoing Mail Handler:

1. Click on the Gear Icon.

2. Select "System" and then search for "Outgoing Mail" under the Mail section.

3. Enable it if it is disabled.

If the Global Outgoing Mail Handler is enabled and you still face this issue, the problem might be related to the Notification Scheme for the affected projects. Please verify that the notification scheme for the "Create Issue" event is not empty.

Let me know if you need further assistance!

[Anukriti]

Hello , 

Thanks for the suggestion , I checked and it is happening for multiple projects . The "Outgoing Mail" is enabled . and the notification scheme is there for "Request created" is there .

I am also trying to create custom rule , however there is no email addition available for custom DLs .

[Vishal Banshraj Gupta]

Hi Anukriti,

Could you please let me know the versions of your JSM Data Center and Automation for Jira? 

Also, regarding your email notifications, could you check the outgoing mail server configuration? Please send a test email to your personal email to verify if it's set up correctly. 

Thank you!

[Anukriti]

Hi Vishal ,  The versions are : 
JSM: 5.0.0

JSU Automation Suite for Jira Workflows: v. 3.2.0 -- but the license is expired for it on Feb 15. (Can this be an issue ? but then why is it impacting only few projects ? )

I checked the configuration and initiated test email , it worked for me and i received the email . 

[Vishal Banshraj Gupta]

Hi Anukriti,

If the test email works, it indicates that your outgoing mail servers are correctly configured. You also mentioned that the project notification schemes are set up properly for each project. This means that any user assigned to an event in Jira should receive email notifications.

Could you clarify whether all users are experiencing issues, or if only some users are not receiving email updates from Jira?

[Anukriti]

Hi , 

So the issue is with the peopel who are part of Jira project and need to work on the Jira ticket which is created. They should be notified when the issue is created . This feature was working . I was trying whether to create an automation rule to notify a specific DL when the issue is created but was facing error as shown in my previous snippet .

Its all the users who are part of that team assigned the role of "Servicwe Desk Team "

[Vishal Banshraj Gupta]

Hi Anukriti,

Can we have a quick call?

[Anukriti]

Yes , you can reach me out on teams on anukriti.mishra@siemens-energy.com

[Vishal Banshraj Gupta]

okay I'll ping you

[Anukriti]

@Vishal Banshraj Gupta  , thankyou so much for the help. After adding the Project role in the notification scheme it started working . 

[Brant Schroeder]

@Anukriti Welcome to the Atlassian community

Are all projects that are not sending emails using the same notification scheme?  Are other service management projects sending emails?  Are the email accounts that are tied to the service management projects setup properly (able to send email, auth, etc)   What do you see in the email logs?

[Anukriti]

hello , 

Its just couple of projects . i checked the similarity in projets that are using same notification scheme, however the global email notification scheme is enabled .
and email logs looks fine . however i cant see any email notification created for the time as an issue is created.