Email notifications for a person who left his group.

[Dawid Kokot]

Hello there,

we encounter an issue with email notifications.

We have set specific groups for our users, depending on their role in the company and they get email notification every time, when new issue is created for their specific group. Now, one of our colleague moved to a different department (in jira he is now part of a completely different project) and he is no longer in that group, so he shouldn't have receive any notification, however he still receives email notifications about new issues created for the old group.

Anyone could help with that? 

[Alex Koxaras _Relational_]

Hi @Dawid Kokot and welcome to the community!

You have to search to two-three different places to identify the source of the notifications:

• First and foremost is the notification scheme of the project (project settings > notification scheme). There under the event of Issue Created, certain groups/project roles/individuals may be notified. You have to make sure that this user do not appear in any of these.
• Second, you have to search for an automation (project settings > automation). If you have a rule which runs and notify users, then you have to exclude him from these rules (if any).
• Finally you have to search within the workflows of issue types. Rarely this is used, but you never now (cog > issues > workflows). On the create transition screen of every issue type you have to see if there is a post function which sends out emails and/or notify groups/project roles/individuals. If your users is inside one of them, just exclude him.

Let me know if that helps! 

[Dawid Kokot]

Hi Alex, thank you, it sort of worked, but... 

We have an automation, which based on customer's choice sets the "Organizations" info as a specific group. Now, the user affected receives email notification, about his organization being applied to new issue, however he is no longer in that organization.

Any ideas?

[Alex Koxaras _Relational_]

So Dawid, you are talking about a JSM project, correct? You have setup an automation (Jira automation, just to be clear), based on which the Organization is set according to what the customer will choose when creating the issue from the portal.

If all the above is correct, then you have to go to Customers, and look for the organization which this person belong. Then remove him from there. He should stop receiving emails. 

[Dawid Kokot]

Yes, the first part is correct.

Alex, the problem is, that in Customers there is his old organization under this person (his old one), but when you check this specific organization itself, this person is not there.

In other words, when you look for this user, it seems that he is a part of a organization, but when you chek the organization, he is not.

Given that, we are not able to remove him from the organization, because he is no longer part of it, but also he still received notifications, because somehow JIRA sees him, as he was still member of that organization.

[Alex Koxaras _Relational_]

Can you check on project settings > people and see if he is still there?

Can you also quick search him on the Customers, via the search field?

I mean, I get what you mean, but he is got to be there somewhere! If he is not, then we have to look else where. While doing the above, kindly check the workflow and the creation transition, to see which event is being fired.

[Dawid Kokot]

He is not in project settings > people but I can search him on the Customers via the search field. 

I don't see anything unusual in the workflow

We also have another idea for the potential reason. If the person created his JIRA account by himself, he was added to the specific organization, but then this account was deleted by admin, who later sent him an invitation link to create JIRA account again (but from invitation), would it be possible, for the user to still receive notifications?

I'm not sure if this really was the case with this user, but we had few people in the past, who created JIRA account by themselves, not from invitation and such accounts were deleted and they had to create their accounts again, but using the invitation link.

What do you think Alex, could that be possible?

[Alex Koxaras _Relational_]

Let me get this clear. You have two JSM projects: Project A and Project B. This customer left from project A and now he should only get notifications from project B. If your customer appears as a Customer within project A (you said that you search for him and you can see him), then he should be removed from it.

Concerning the question you had, I can't reply with certainty, since I'm not aware of how you have set up the whole procedure with your customers.

[Jose Luis Gaitan]

Hello @Dawid Kokot 

You can configure email notifications using project roles, so depending of the project role of the user, it could receive or not a notification. The project administrator could create projectroles and asign users to them.

I enclose a link with more information about notifications:

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

You can use notification schemes too:

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/