Jira doesn't seem to be creating or sending emails

[Omar hector]

Jira doesn't seem to be creating or sending incident event emails

[Alex · Accepted solution]

Hi @Omar hector 

You might need to provide some additional insights about your mail server configuration and notification schemes. Is it happening to all users or a specific project? 

But right from the start, if you suspect it is a mail server issue, try sending a test e-mail at https://JIRA_BASE_URL/secure/admin/OutgoingMailServers.jspa.

Since Jira v8.0, it is possible to batch email notifications, and you can review this at https://JIRA_BASE_URL//secure/admin/ConfigureBatching!default.jspa.

If you receive the test e-mail, the mail server configuration is all right and batching is properly configured. Then you might want to review the notification scheme of the project/s.

I hope it helps to guide your troubleshooting process. If this answer helps solve the problem, please come back and mark this answer as solved to help other community members with the same challenge. If not, you are welcome to share your thought process as well.

Cheers,

Alex

[Omar hector]

Hi Alex, thanks for your reply!

1- all users in all their projects do not receive event emails in incidents

2- version JIRA 8.8.1 Data Center

3- last Monday we migrated the DB to Oracle and from there this problem happens

4- I am attaching test mail sending traces.

5- the notification scheme was not modified

Your test message has been sent successfully to ospadaro@buenosaires.gob.ar.

DEBUG: getProvider() returning javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle]

DEBUG SMTP: need username and password for authentication

DEBUG SMTP: protocolConnect returning false, host=smtp.buenosaires.gob.ar, user=jira1, password=<null>

DEBUG SMTP: useEhlo true, useAuth true

DEBUG SMTP: trying to connect to host "smtp.buenosaires.gob.ar", port 25, isSSL false

220 smtpint2.buenosaires.gob.ar ESMTP Postfix

DEBUG SMTP: connected to host "smtp.buenosaires.gob.ar", port: 25

EHLO jira-prod

250-smtpint2.buenosaires.gob.ar

250-PIPELINING

250-SIZE 37748736

250-VRFY

250-ETRN

250-AUTH PLAIN LOGIN

250-ENHANCEDSTATUSCODES

250-8BITMIME

250 DSN

DEBUG SMTP: Found extension "PIPELINING", arg ""

DEBUG SMTP: Found extension "SIZE", arg "37748736"

DEBUG SMTP: Found extension "VRFY", arg ""

DEBUG SMTP: Found extension "ETRN", arg ""

DEBUG SMTP: Found extension "AUTH", arg "PLAIN LOGIN"

DEBUG SMTP: Found extension "ENHANCEDSTATUSCODES", arg ""

DEBUG SMTP: Found extension "8BITMIME", arg ""

DEBUG SMTP: Found extension "DSN", arg ""

DEBUG SMTP: protocolConnect login, host=smtp.buenosaires.gob.ar, user=asi_jira@buenosaires.gob.ar, password=<non-null>

DEBUG SMTP: Attempt to authenticate using mechanisms: LOGIN PLAIN DIGEST-MD5 NTLM XOAUTH2

DEBUG SMTP: Using mechanism LOGIN

DEBUG SMTP: AUTH LOGIN command trace suppressed

DEBUG SMTP: AUTH LOGIN succeeded

DEBUG SMTP: use8bit false

MAIL FROM:<asi_jira@buenosaires.gob.ar>

250 2.1.0 Ok

RCPT TO:<ospadaro@buenosaires.gob.ar>

250 2.1.5 Ok

DEBUG SMTP: Verified Addresses

DEBUG SMTP: ospadaro@buenosaires.gob.ar

DATA

354 End data with <CR><LF>.<CR><LF>

Date: Thu, 22 Jul 2021 12:44:55 -0300 (ART)

From: asi_jira@buenosaires.gob.ar

To: ospadaro@buenosaires.gob.ar

Message-ID: <604403494.27.1626968695779@jira-prod>

Subject: NJ Test Message From JIRA

MIME-Version: 1.0

Content-Type: text/plain; charset=UTF-8

Content-Transfer-Encoding: 7bit

X-JIRA-FingerPrint: 41902de8951187592d884a7768de534b

Auto-Submitted: auto-generated

Precedence: bulk

This is a test message from JIRA.

Server: Notificaciones Jira

SMTP Port: 25

Description: ASI JIRA

From: asi_jira@buenosaires.gob.ar

Host User Name: asi_jira@buenosaires.gob.ar

.

250 2.0.0 Ok: queued as 2AE3240AE23C

DEBUG SMTP: message successfully delivered to mail server

QUIT

[Alex]

Hey @Omar hector 

I am assuming you've received the testing message you sent. If so, your email server is delivering messages as expected. 

I had situations before the email server exceeded the quota, and messages were on hold with the email provider. You might want to check something there if you did not receive the test message.

Did you take a look at the mail queue at https://JIRA_BASE_URL/secure/admin/MailQueueAdmin!default.jspa ? Are there messages being queued?

There might be a higher chance that your DB change is the root cause. For that, I would recommend reaching out to Atlassian Support so that they can investigate your support bundle and recommend a solution for your issue.

Cheers,

Alex

[Omar hector]

Cola de correo
Esta página muestra la cola de eventos internos actual de Jira, los cuales pueden disparar correos de notificación.
La cola actual tiene 0 elementos.

Enviar la cola de correo - esto enviará todos los correos de la cola inmediatamente.
Cola de correo (0)
Cola de errores (0)
Incidencia En cola
Actualmente no hay ningún correo en espera.

[Omar hector]

solved: change database driver from Oracle JDBC 12.1.0.1.0 to Oracle JDBC 19.3.

thanks!!!

[Alex]

I'm glad you've solved the issue. Thanks for sharing your solution this the community. 

Cheers, 

Alex

[edwin vasquez · Accepted solution]

Hello @Omar hector

Have there been any changes to your SMTP settings? Any changes to notification settings? Have you checked your Jira mail queue to see if there are any errors?

[Omar hector]

Hi, Edwin 

thanks for your reply!

1- all users in all their projects do not receive event emails in incidents

2- version JIRA 8.8.1 Data Center

3- last Monday we migrated the DB to Oracle and from there this problem happens

4- I am attaching test mail sending traces.

5- the notification scheme was not modified

Your test message has been sent successfully to ospadaro@buenosaires.gob.ar.

DEBUG: getProvider() returning javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle]

DEBUG SMTP: need username and password for authentication

DEBUG SMTP: protocolConnect returning false, host=smtp.buenosaires.gob.ar, user=jira1, password=<null>

DEBUG SMTP: useEhlo true, useAuth true

DEBUG SMTP: trying to connect to host "smtp.buenosaires.gob.ar", port 25, isSSL false

220 smtpint2.buenosaires.gob.ar ESMTP Postfix

DEBUG SMTP: connected to host "smtp.buenosaires.gob.ar", port: 25

EHLO jira-prod

250-smtpint2.buenosaires.gob.ar

250-PIPELINING

250-SIZE 37748736

250-VRFY

250-ETRN

250-AUTH PLAIN LOGIN

250-ENHANCEDSTATUSCODES

250-8BITMIME

250 DSN

DEBUG SMTP: Found extension "PIPELINING", arg ""

DEBUG SMTP: Found extension "SIZE", arg "37748736"

DEBUG SMTP: Found extension "VRFY", arg ""

DEBUG SMTP: Found extension "ETRN", arg ""

DEBUG SMTP: Found extension "AUTH", arg "PLAIN LOGIN"

DEBUG SMTP: Found extension "ENHANCEDSTATUSCODES", arg ""

DEBUG SMTP: Found extension "8BITMIME", arg ""

DEBUG SMTP: Found extension "DSN", arg ""

DEBUG SMTP: protocolConnect login, host=smtp.buenosaires.gob.ar, user=asi_jira@buenosaires.gob.ar, password=<non-null>

DEBUG SMTP: Attempt to authenticate using mechanisms: LOGIN PLAIN DIGEST-MD5 NTLM XOAUTH2

DEBUG SMTP: Using mechanism LOGIN

DEBUG SMTP: AUTH LOGIN command trace suppressed

DEBUG SMTP: AUTH LOGIN succeeded

DEBUG SMTP: use8bit false

MAIL FROM:<asi_jira@buenosaires.gob.ar>

250 2.1.0 Ok

RCPT TO:<ospadaro@buenosaires.gob.ar>

250 2.1.5 Ok

DEBUG SMTP: Verified Addresses

DEBUG SMTP: ospadaro@buenosaires.gob.ar

DATA

354 End data with <CR><LF>.<CR><LF>

Date: Thu, 22 Jul 2021 12:44:55 -0300 (ART)

From: asi_jira@buenosaires.gob.ar

To: ospadaro@buenosaires.gob.ar

Message-ID: <604403494.27.1626968695779@jira-prod>

Subject: NJ Test Message From JIRA

MIME-Version: 1.0

Content-Type: text/plain; charset=UTF-8

Content-Transfer-Encoding: 7bit

X-JIRA-FingerPrint: 41902de8951187592d884a7768de534b

Auto-Submitted: auto-generated

Precedence: bulk

This is a test message from JIRA.

Server: Notificaciones Jira

SMTP Port: 25

Description: ASI JIRA

From: asi_jira@buenosaires.gob.ar

Host User Name: asi_jira@buenosaires.gob.ar

.

250 2.0.0 Ok: queued as 2AE3240AE23C

DEBUG SMTP: message successfully delivered to mail server

QUIT