Notifications not send

[tuan quan]

Hello, 

Since 1 month, we have an issue on our production environment. 

Notifications are not sending when to the user when we add a comment with the @user 

It worked before, and we hadn't done any changes on the security, or groups parameter.

 I have activate the log, and I can see that the event is catched, but no logs for the email.

Production :  issue=SUP-69911

2023-01-05 09:30:32,640+0100 DEBUG [] JIRA-INFORM-Thread-2 anonymous 430x1013x1 s26wo5 10.166.34.56 /secure/AssignIssue.jspa [c.a.m.o.c.a.j.p.i.batching.recipients.JiraNotificationSchemeRecipientProvider] Getting recipients for com.atlassian.jira.event.issue.IssueEvent@67a8fd20[issue=SUP-69911,comment=com.atlassian.jira.issue.comments.CommentImpl@8c96c7c5,worklog=<null>,changelog=<null>,eventTypeId=6,sendMail=true,params={eventsource=action, baseurl=https://jira.eu.corp.airliquide.com},subtasksUpdated=false,spanningOperation=Optional.empty]
2023-01-05 09:30:32,689+0100 DEBUG [] JIRA-INFORM-Thread-2 anonymous 430x1013x1 s26wo5 10.166.34.56 /secure/AssignIssue.jspa [c.a.m.o.c.a.j.p.i.batching.recipients.JiraNotificationSchemeRecipientProvider] Recipients: [RecipientDTO{id=null, userKey='cynthia.macchiavelli', consumerName='mailEventConsumer', status=NEW, created=2023-01-05T08:30:32.687Z, updated=null, sendDate=2023-01-05T08:30:32.687Z}, RecipientDTO{id=null, userKey='JIRAUSER18523', consumerName='mailEventConsumer', status=NEW, created=2023-01-05T08:30:32.687Z, updated=null, sendDate=2023-01-05T08:40:32.687Z}]
2023-01-05 09:30:32,689+0100 DEBUG [] JIRA-INFORM-Thread-2 anonymous 430x1013x1 s26wo5 10.166.34.56 /secure/AssignIssue.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=CONVERTING_TO_DB, duration=50 ms, success=true, parameters={parameters.size=17, recipients.size=2}}
2023-01-05 09:30:32,705+0100 DEBUG [] JIRA-INFORM-Thread-2 anonymous 430x1013x1 s26wo5 10.166.34.56 /secure/AssignIssue.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=SAVING_TO_DB, duration=15 ms, success=true, parameters={parameters.size=17, recipients.size=2}}
2023-01-05 09:30:32,705+0100 DEBUG [] JIRA-INFORM-Thread-2 anonymous 430x1013x1 s26wo5 10.166.34.56 /secure/AssignIssue.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=JIRA_EVENT_PROCESSING, duration=66 ms, success=true, parameters={savedEventsCount=1}}
2023-01-05 09:30:33,721+0100 DEBUG [] JIRA-INFORM-Thread-3 anonymous 433x1062x1 s26wo5 10.166.34.56 /secure/WorkflowUIDispatcher.jspa [c.a.m.o.c.a.j.p.i.batching.recipients.JiraNotificationSchemeRecipientProvider] Getting recipients for com.atlassian.jira.event.issue.IssueEvent@270ecb05[issue=SUP-70884,comment=com.atlassian.jira.issue.comments.CommentImpl@b9b85d58,worklog=<null>,changelog=[GenericEntity:ChangeGroup][id,700796][issue,116466][author,herve.sammut][created,2023-01-05 09:30:33.66],eventTypeId=13,sendMail=true,params={eventsource=workflow, baseurl=https://jira.eu.corp.airliquide.com},subtasksUpdated=false,spanningOperation=Optional.empty]
2023-01-05 09:30:33,721+0100 DEBUG [] JIRA-INFORM-Thread-3 anonymous 433x1062x1 s26wo5 10.166.34.56 /secure/WorkflowUIDispatcher.jspa [c.a.m.o.c.a.j.p.i.batching.recipients.JiraNotificationSchemeRecipientProvider] Recipients: []
2023-01-05 09:30:33,721+0100 DEBUG [] JIRA-INFORM-Thread-3 anonymous 433x1062x1 s26wo5 10.166.34.56 /secure/WorkflowUIDispatcher.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=CONVERTING_TO_DB, duration=4 ms, success=true, parameters={parameters.size=20}}
2023-01-05 09:30:33,737+0100 DEBUG [] JIRA-INFORM-Thread-3 anonymous 433x1062x1 s26wo5 10.166.34.56 /secure/WorkflowUIDispatcher.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=SAVING_TO_DB, duration=15 ms, success=true, parameters={parameters.size=20}}
2023-01-05 09:30:33,737+0100 DEBUG [] JIRA-INFORM-Thread-3 anonymous 433x1062x1 s26wo5 10.166.34.56 /secure/WorkflowUIDispatcher.jspa [c.a.m.o.c.a.j.p.inform.performance.MeasurementWorkerFactory] PerformanceEvent{type=JIRA_EVENT_PROCESSING, duration=21 ms, success=true, parameters={savedEventsCount=1}}

Thanks

[Rolf Lader]

Thanks for your reply, @tuan quan 

I will try the same an let you know if it helps.

[Rolf Lader]

Hi @tuan quan 

I have the same problem and have opened a support case for it.

[tuan quan]

Hello, 

Finally I have solved this issue. I use a Jira Server. 

I have reboot the server and do a reindexation (full deleteing/recreation).

Hope help you