Emails on JIRA

[Sonit Agrawal]

Hi guys,

I was adding labels to some of our old support queries and some of my team members received emails. I am unable to figure out why they received emails, and if our customers also received emails?

Some guidance as to why the emails went out?

[Merle Fischer]

Hi Sonit,

check out what Notification Scheme is set up for your project (go to your Project in Jira>Project settings>Notifications), when you add a label to a ticket you are technically updating it, so check out what it says for the Issue Updated Event in your notification scheme, that should inform you who would have gotten an update about you adding the label.

There is different ways of preventing this sort of update email, you could change your notification scheme set up however that is obviously not alwasy desired as you would normally want emails to go out when an Issue is updated. If you edit issues in bulk you can actually uncheck that an email is send out for this update, check this page in the documentation, and look at the section "Edit multiple issues" in particular, that could be helpful for your case and preventing update emails, but this is just a guess based on the info you provided ;).

Hope this helps. Cheers

Merle

[Sonit Agrawal]

Thanks Merle,

I checked - our notification scheme is set up as default - 

Issue Updated goes out to Current Assignee, Reporter and All watchers.

However, this hasn't happened. An issue for which a member was the assignee and a watcher didn't receive an email on updating the label.

The member did receive an email for some other issues though.

Any suggestions?

Thanks

Sonit

[Merle Fischer]

that seems a little strange...  The ones that didn't but should have received notifications according to the scheme, can you check if theirs didn't end up stuck in your mail queue (you can check this in the Administration panel: Administration>System>Mail queue)

Is there any pattern or common ground you can identify between those that received emails and those that didn't?

You can find out with the help of the Notification Helper whether users should have received an update and what potentially prevented it. This seciton in the documentation should be helpful with troubleshooting: https://confluence.atlassian.com/adminjiraserver073/configuring-email-notifications-861253776.html#ConfiguringEmailNotifications-Troubleshootingemailnotifications

And you can find a somewhat extensive collection of knowledge base articles troubleshooting mail issues here: https://confluence.atlassian.com/jirakb/notifications-troubleshooting-203394737.html

[Sonit Agrawal]

Thanks Merle,

Checked the mail queue. It's empty.

Seems like only watchers are getting notified on updating the labels. However, they are not getting notified on all issues. Not sure why that is happening.

Also, had a look at the notification helper - seems to be fine. Nothing out of the usual.