Project in Jira: Watchers and Reporter can't receive notifications

[Artjom Tsernov]

Issue occurs only in one project in our company's Jira workspace. While creating, modifying, updating statuses for issues inside of mentioned project, watchers and reporters don't receive any notifications through their work e-mails (Outlook ones). There are no problems for assignee and project lead.
 Involved users checked all folders in Outlook, we also checked mail-in logs but there is nothing which could be related with event.
 Issue is not user-specific. Issue was not timely related with any updates.

 What should we do?

 Thank you in advance.

[Alex Koxaras -Relational-]

Hi @Artjom Tsernov 

Have you checked the notification scheme to make sure that reporter and watchers are included on the specified events you mention?

[Alex Koxaras -Relational-]

@Artjom Tsernov you can also use the notification helper to identify possible causes. https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Artjom Tsernov]

Hi Alex,

Yes, already. Answered below.

[Alex Koxaras -Relational-]

@Artjom Tsernov did you also check the notification helper? What are the results?

[Artjom Tsernov]

@Alex Koxaras -Relational-  , yes I did.

Everything is "green"

[Alex Koxaras -Relational-]

@Artjom Tsernov can you verify that on your workflow, the proper events are being fired during each corresponding transition?

[Artjom Tsernov]

@Alex Koxaras -Relational- , I can.

Mentioned the following: "Fire a Issue Created event that can be processed by the listeners."

[Alex Koxaras -Relational-]

Can you try to change a notification scheme and see if that works?

[Artjom Tsernov]

@Alex Koxaras -Relational-  Unfortunately, issue persists 

[Fabio Racobaldo _Catworkx_]

Hi @Artjom Tsernov ,

please take a look to the Notification Scheme settings for your project. Please verify that reporter and watchers have been specified for issue events. https://confluence.atlassian.com/adminjiraserver/creating-a-notification-scheme-938847330.html

Hope this helps,

Fabio

[Artjom Tsernov]

Hi Fabio,


We checked that already as well. All is set correctly.

[Fabio Racobaldo _Catworkx_]

Hey @Artjom Tsernov ,

please could you share your notification scheme and specify what events do not send notifications?

Fabio

[Artjom Tsernov]

So, there is a screenshot. 

Event: New issue created in project
Event2: Issue updated by assignee

[Fabio Racobaldo _Catworkx_]

Hey @Artjom Tsernov ,

all seems ok. Keep in mind that some notification could not been sent to user who perfomed the action based on user preferences.

My Changes : "Do not notify me" 

[Artjom Tsernov]

@Fabio Racobaldo _Catworkx_ , it was checked on every account involved into testing.