Notification email not being sent when a user is tagged/mentioned in the comment section.

[Quinton Lephoto]

Hi Guys, 

We've just recently upgraded our Jira server instance from version 7.4 to 8.11.0.

everything seems to be working fine except the notification email when I tag a user @mentions on the comment section.  my mail server works fine on everything else like transitions, shares etc. it's just on comments that we seem to be having a problem of receiving email notifications. 

Please advise

[Daniel Ebers]

Hi Quinton,

version 8.11 already brings batched notification with it. Are there any possibility they are collected for the default amount of minutes before they are sent out?

https://confluence.atlassian.com/adminjiraserver0811/configuring-email-notifications-1019391990.html

Please also check the topic on "troubleshooting notifications" that you can find on this page.

Also an interesting fact: vesion 8.11 made changes to the notifications of mentions

(https://confluence.atlassian.com/jirasoftware/jira-software-8-11-x-release-notes-1013852753.html#JiraSoftware8.11.xreleasenotes-mentions)
Probably this needs a bit of fine tuning of configuration for your installation.

If all fails please also make sure the log files do not show anything suspicious about sending mails (although the mail server is fine as you said there might be still a specific error to the mails of "mentions").
The specific log I would recommend to check is atlassian-jira-outgoing-mail.log along with atlassian-jira.log

Cheers,
Daniel