Jira notification E-mails only show a line / empty

[Christian Radwanski]

Environment: Jira Server
Screenshot: Yes

Good day,

For one project, I do not seem to recieve the usual notifications that are full of information.
Normaly you would see the summary, description what status has transitioned, a link to the ticket etc..

What has been checked:
- Added myself to all user roles.
- Checked notification settings, are the same as other projects.
- This is the only project that has users in an "organization", so i added myself to the organisation... this had no effect.

What else could I check / change?, all i see is a line.. (issue is not caused by the mail theme)

[Tzu Hau Chai]

Hi Christian,

Sounds like what you are describing might be the normal JIRA notification (it is important to note that there are two types of notification, one that is sent to users in JIRA (with application access), and one that is sent to Service Desk customers (without application access).

Take a look at this documentation which has a clear explanation on the differences between the two: https://confluence.atlassian.com/jirakb/jira-service-desk-notification-explanation-829045118.html, if what you are seeing is similar to the screenshot in 2b, it is a normal JIRA notification and not a Service Desk customer notification.

[Christian Radwanski]

@Tzu Hau Chai
I can only assume this is a bug, both me and the admins are utterly clueless on this for months. All projects show the correct notifcation scheme as seen in your link picture 2B.

For the affected project, I have added myself to:
- Service desk customer
- Service desk Team
- Am administrator

However for the affected project I am getting what is seen in the screenshot, the only difference is that we do not have users assigned to organisations in other projects.
In the affected project we have 4 product owners assigned to an organisation, but as mentioned, I have added myself there also..

Due to us being unable to fix this, the project is suffering from a loss of performance due to being unable to implement incident management properly like in other projects and reduced first time to response.

Can you confirm this is a bug?.

[Tzu Hau Chai]

This is not a bug, in certain scenarios Service Desk team will still receive customer notification. For example, if you are the reporter of the issue, you will receive the notification shown in screenshot 2a, even if you are part of the Service Desk team.

It is the same for organization added to an issue (anyone you added here will be considered as a Service Desk customer) and will receive a customer notification (2a) if they opt-in by selecting "Get notifications" in the customer portal, even if they are part of the Service Desk team.