Mail notifications are not sent when especific user add comments

[Ayose Alexander García Cruz]

Hi everyone,

I have been searching for a while in other JIRA posts for an answer, but haven't found a solution to this problem, so I hope someone could help us.

In our JIRA Server instance (v6.4.9) we have seen that, only in some situations and for one especific user, mail notifications are not sent when this user adds comments. It doesn't happen in every comment... sometimes mail is sent, sometimes not.

When the mail is not sent, we have looked in the JIRA Mail Queue and in the 'atlassian-jira-outgoing-mail.log' (DEBUG mode) and haven't found any trace that shows the mail is sent.

Why this could be happening? Has someone else experienced the same problem?

Thanks in advance!

[Sebastian Krzewiński · Accepted solution]

Hi Ayose

As I understand you - specific user add comment to issue and sometimes JIRA send notification about comment and sometimes - not.

Could you tell to who issue commented event should send notification?

Also could you show both issue scenarios? 

Regards,

Sebastian

[Ayose Alexander García Cruz]

Hi Sebastian,

Thanks for your reply. This is the last scenario in which we saw this problem:

• Sub-task with 3 watchers.
• Issue commented event should send notification to watchers only.
• User commented on 29/Apr/2019 2:30PM and all watchers recieved notification from this comment.
• User commented on 06/May/2019 3:02PM but no mail was sent, so watchers couldn't know this user made a comment on the sub-task.

No changes where made in the watchers of the sub-task or in JIRA configuration between the time defined.

I hope this info might help to find the cause of the problem.

Regards,

Ayose

[Sebastian Krzewiński]

Did you try check this in notification helper? https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-NotificationHelper

[Ayose Alexander García Cruz]

I have tried with notification helper, but everything seems to work just fine. All watchers should recieve notifications for the commented event.

I though it might be related to the way the user is sending comments to JIRA, but no attachments were added to the sub-task so I guess it is not caused by an issue updated event.

[Sebastian Krzewiński]

Hi Ayose

Did all comments are added in the same way (only comment, comment on transition)?

I think, you should create support issue because without screenshots and more informations it will be hard to help you ;/

Regards,

Sebastian

[Ayose Alexander García Cruz]

Hi Sebastian

Thanks for your suggestion! I have searched for this user comments and it seems that he was adding comments with the 'Assign' button, so only the assigned of the issue could see the comment.

I guess this solves half of the problem... since now we have another user experiencing the same problem. However, in this case, the user is not assigning the issue to anyone or doing any transition...

I guess I'll take your advice and create a support ticket.

Thanks for your help!

Regards,

Ayose