Email Notifications on 7.3.1 version

[Roja Gurram]

Hi All,

Though user is not a watcher or assignee getting the notifications for the project. Currently i have configured the Notifications only for Current Assignee & All watchers. I have attached screenshot for your reference and let me know what went wrong for getting unwanted emails ( Not a Assignee, watcher ). 

NOTE : I have set a Email ISSUE ( PoST FUNCTION ) to only 2 workflow transitions but user is not there is this set up.

Can someone pls advise me ASAP. As client is fed-up on receiving unwanted emails.

[Dirk Ronsmans · Accepted solution]

Hi @Roja Gurram ,

You might want to try and use the Notification Helper to troubleshoot this.

https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html

When you select the user and the issue he/she is getting mails from you'll see whether they should be getting any or not.

Based on that output we might need to look further.

[Roja Gurram]

HI Dirk,

Thanks for the response.

After following the steps based on the above article looks like USER is not receiving notifications for any of the events. Attached Project Notification Scheme, Notification helper snippet ( which i tried )for your reference.

2) Also how to disable notifications for specific Events like Issue Created, Issue updated etc.

3) And how to enable Notifications for SPECIFIC EVENTS.

Kindly advise please.

[Dirk Ronsmans]

@Roja Gurram ,

Can you trace back the emails that the user is getting? (as in what is the content?)

Is this really the "Issue assigned" notification? Might be worthwhile to investigate what mail they are getting before we can figure out why it is triggering.

Any apps that you have installed (email apps or automation apps) that could be throwing mails?

You mention a client and you are only working in Jira Software? Do you also have JSM and could the mails be coming from there?

More info on the mail itself might help..

[Roja Gurram]

Hi Dirk,

1) Can you trace back the emails that the user is getting? (as in what is the content?)

How do i need to trace pls ?

2) Is this really the "Issue assigned" notification?2

No, For sample i have attached a screenshot.

3) Any apps that you have installed (email apps or automation apps) that could be throwing mails?

I don't think so. But we have JMWE addon.

4) You mention a client and you are only working in Jira Software? Do you also have JSM and could the mails be coming from there?

Are you asking me to ask Client ?

Please leave your thoughts!

[Dirk Ronsmans]

Hey @Roja Gurram ,

I'm just trying to figure out where the mails are coming from :)

With the "trace" that would be asking your client to forward you one of those email to see what the content is so we hopefully can narrow down what the trigger might be.

I would check your apps to make sure there is nothing installed dedicated to email which could be bypassing the notification sheme (just from the top of my head for example. JETI has it's own scheme so that won't show up in the helper or in the regular scheme)

The question about your client, I was wondering how they access your instance. Do they have a JSW license or do they use a separate JSM project that then filters down to your JSW project? Again, just trying to find out where the mails are triggered.

[David Fischer]

@Roja Gurram can you share a screenshot of such an email? From the subject and general structure of the email body, we might be able to figure out where that email is coming from...

[Roja Gurram]

Hi DAVID,

I HAVE ATTACHED AN EMAIL FOR YOUR REFERENCE.

[David Fischer]

This is a Jira notification sent when an attachment is removed. And judging by the "from" name, I wouldn't be surprised if the attachment removal was done by an app (e.g. Script runner, JMWE, etc.)

[Roja Gurram]

Hi David,

Thanks for the response.

We have JMWE addon. So, what explanation do i need to give CLIENT pls?

[Dirk Ronsmans]

@David Fischer well the user that sends the mail just seems to be a functional mailbox (JIRA Admin)

The user who triggers the action however seems to be a regular one. The notification does look like it is a regular notification no?

Would there be a link why JMWE would trigger on a attachment removed event?

[Roja Gurram]

Hi Dirk,

Thanks for involving into this!

[David Fischer]

@Roja Gurram you might have configured a post-function (JMWE, ScriptRunner, JSU, etc.) that deletes the attachments, and configured that post-function with a "run as user" option. You need to check your workflows for that.

Check, on the History tab of the issue, whether there was a Status change at the same time the attachments field was modified. This will tell you which transition caused the attachments to be removed, and you'll be able to check the post-functions on that transition.

[Roja Gurram]

Hi David,

Please find below answers to your above quries.

1) Post-function has not been configured on the workflow.

2) I have checked on the HISTORY tab user is one time assigned to that specific ticket. For example User is assigned to the ticket on Mar 29 2021 he/she should receive Email notification on that day itself But, this user received an email notification on the next day i.e. MAR 30 2021.

For your Information the overall ticket  say TEST-1234 has been closed on March 29 2021

but user received email notification on March 30 2021.

Could you please advise on this ASAP as client is chasing on this receiving unwanted email notifications.

[Roja Gurram]

Hi David,

Can you able to help please. What went wrong with the unwanted email notifications.

[David Fischer]

Hi Roja,

only Atlassian Support will be able to help you with that - they can look into your log files to identify where the notification emails came from.

Regards,

David 

[Roja Gurram]

Hi David,

Thanks for the response.

1) I have a question. Suppose if we have added a postfunction ( EMAIL ISSUE ) for 2 of the Workflow transitions then user should receive Email notifications only for the 2 transitions other than Workflow transitions ? 

2) I mean to say ROJA ( Any user )  will continue to receive notifications all the way until the ticket is closed, even if no action is required on his part either assignee/watcher ?

Can you please clarify on this .

[David Fischer]

Hi @Roja Gurram ,

The Email Issue post-function will only send a notification email during the transition on which it is placed. It is independent of Jira's Notification schemes, which send notification emails based on events.

[Roja Gurram]

Hi David,

Thank you for the reply.

Suppose from TO DO to IN-PROGRESS (Status) User ( CLIENT ) wants to receive Email notification ONLY while making the workflow transition   from TO DO to INPROGRESS Status. My question is which is best option to achieve this ( Either Post-function or Notification Scheme ). After their action is done ( On that specific Transition ), they will receive notifications still when the other team are doing their inputs ( While making other WORKFLOW TRANSITION ) by using the NOTIFICATION SCHEME.

Any suggestion on how we can work around that?

[David Fischer]

Hi @Roja Gurram ,

for that, the easiest is to use an Email Issue (JMWE app) post-function on that transition.

[Roja Gurram]

Hi David,

Thank you again!

Two queries again please.

1) By using the EMAIL issue postfunction ( After making the transition from TO DO to IPROGRESS status USER ( Assignee/Watcher )  ) USER will get notifications Until the ticket is closed ?

2) After their action is done ( On that specific Transition ), they will receive notifications still when the other team are doing their inputs ( While making other WORKFLOW TRANSITION ) by using the NOTIFICATION SCHEME ?

Can you please help on this!

[David Fischer]

Hi Roja,

1) as I mentioned earlier, the Email Issue post-function just sends a notification once. It doesn't impact Jira notifications, so whether the user will get further notifications depends on your notification scheme. The post-function won't have any impact on further notifications

2) See (1)

[Roja Gurram]

Hi David,

Thank you very much for your patiency  for answering my queries.

If someone ( Other than the recipients added in Email issue post-function Either me , other ) will make changes on the issue like assignee changed/ISSUE UPDATED/ISSUE CLOSED/ Status changed on that specific Issue  etc.. do they receive email notifications or Only the one who have been added to the Email issue post-function will receive notifications ?

Since CLIENT needs to know very well on the notifications setup.

[David Fischer]

Hi Roja,

as I explained before, the Email Issue post-function just sends ONE notification email, during the transition. Any other notification is configured using standard Jira Notification schemes.

[Roja Gurram]

Hi David,

Yes, you said i agree with that. THANK YOU.

Since CLIENT is looking for Email notifications should receive only for  specific WORKFLOW Transitions ( Eg : To do to In progress  and  from INPROGRESS to Done ).

Any other notification is configured using standard Jira Notification schemes. -

IS this a question to me if so, yes configured on the notification scheme. Attached screenshot for your reference.

[G subramanyam]

Hi @Roja Gurram welcome to the Atlassian community forum.

May I request you to access these links for your query and steps:

https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications/

https://confluence.atlassian.com/adminjiraserver/configuring-email-notifications-938847633.html