Watchers do not receive email when an issue is created

[mrane]

In project settings I added all roles when work is created yet the watchers do not receive an email. They receive an email only when a comment is left.

[Gerusa Lobo _e-Core_]

Hi @mrane 

In Jira Cloud there are 3 levels of notification configuration.

First: notification scheme

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

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-in-team-managed-projects/

Verify if the watchers are configured in created issue event

Second: User Default Settings

https://support.atlassian.com/jira-cloud-administration/docs/configure-the-user-default-settings/

Verify if the autowatch and notify users are enabled.

Third: User Personal Settings.

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

The user could disable notifications.

Besides that, if anyone using your domain aren't receiving any notification or email from Atlassian, it could be a restriction in your email provider or your domain could be in a black list.

I hope help you.

[mrane]

I performed all the 3 checks, and I do not get emails.

[Gerusa Lobo _e-Core_]

Hi @mrane 

Are you receiving any Atlassian notification?

Could you check if you email provider has any kind of block or if your email domain in a Atlassian black list.

Also, based on your licensing plan(standard or free plan) there is a limit of how many email notifications your site could sent per day. And it could be blocked by Atlassian.

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

Regards.

[mrane]

We are using premium licensing plan.

I am receiving emails from jira@whatever.atlassian.com. I also get emails when someone comments on the ticket. No chance of being blacklisted.

[mrane]

Any other suggestions?

[Thorsten Letschert _Decadis AG_]

Hey @mrane ,

Just to be sure: are the people who should receive the email already added as watchers on issue creation?

Perhaps there's an interference with personal notification settings here?

Have you checked the Project email audit within the project setting already (https://support.atlassian.com/jira-cloud-administration/docs/configure-a-project/#Notifications)?

Search by email address or user name to check any undelivered project work item notifications from the past 21 days. Use the filter to display emails based on their delivery status.

Regards,
Thorsten

[mrane]

Hi @Thorsten Letschert _Decadis AG_ 

I searched using the emails of watchers in Project Email Audit and none of them had any blocked emails.

[Thorsten Letschert _Decadis AG_]

Are you affected as well? If so, could you please verify your personal notification settings? (%yourSite%/jira/settings/personal/notifications)

[mrane]

Yes, I am

[John Funk]

Hi @mrane  - Welcome to the Atlassian Community!

How are the Watchers being added?

[mrane]

They are being added using API call. I tried adding them manually as well still did not send an email

[John Funk]

They are being added when you create the ticket? Or after the ticket is created? 

[mrane]

After the ticket is created

[John Funk]

Then how can the Watchers receive an email that the work item has been created if they are not added until after the work item is created? 

[mrane]

First of all, a team gets assigned when work is created. I expected the Team to get notified on work item creation.

That did not happen, so I added the team members as watchers after the work item is created, at least then they should be notified for being added as watcher, right?

Using the API is there a way to add the watchers while creating the work item? I needed the issue id so I created the work item first.

[John Funk]

No, the team will not get notified when the issue is created - you can't add them to the notification scheme. And no, Watchers are not notified when they are added to a work item. 

Your best bet is to create a group and add the group the Notification Scheme for that Project for when a Work Item is Created.