Troubleshoot customer notifications in Jira Service Management projects

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Purpose

This article details how to troubleshoot email notifications in Jira Service Management (JSM). It is primarily targeted at why they may not be sent to Jira Service Management customers.

Background

Notifications in Jira Service Management projects operate differently from notifications sent in Jira Core or Software Server. Specifically, Jira Service Management requests are Jira issues that:

  1. Are in a Jira Service Management (JSM) project.
  2. Have a valid Customer Request Type (or Request Type / Service Management Request Type).

Issues that don't meet both criteria are not Jira Service Management requests. They are regular Jira issues unaffected by the Jira Service Management notification system.

Regular Jira issues (those not meeting the criteria above) will default to the Jira Project Notification Scheme. In this case, any users who are Jira Service Management Customers will not receive notifications, as they are not considered regular Jira users.

JSM Customer Notification Configuration

Contrary to the Jira notifications, which are configured in the notification scheme associated with Jira projects, the JSM Customer Notifications are configured via the page Project Settings > Customer Notifications:
 

Each type of customer notification can be turned on/off, and their template can be customized via the Edit button next to them.

Requirements for Jira Service Management emails to be sent to customers:

System

  • Jira email is enabled
  • Outgoing mail has been configured
  • Depending on the type of event, the corresponding customer notification needs to be enabled in the project via the page Project Settings > Customer Notifications

Issue

  • The issue needs to belong to a JSM project
  • The issue needs to contain a valid customer request type

User

  • The user needs to be allowed to view the request (via the reporter, request participant, approver, or organization field)
  • The user should not have unsubscribed from the request
  • The user should have a valid email address

Issue Events

The events that trigger notifications differ depending on the version of Jira Service Management you are running. For your version of Service Management, see the Configuring Service Project notifications page.

Solution

If the answer to the question is 'Yes,' continue, otherwise, follow the instructions in the 'No' column.

QuestionNo
Is this a valid Jira Service Management request (Service Management project/request type)?
  • Make sure the issue is in a project that is configured to be a Service Management
  • Make sure the "Customer Request Type" field is populated

Can the customer see the request under "My Requests" in the customer portal?

  • Check whether the customer is a reporter or participant in the issue.
Is Jira mail fully configured?
  • Check the outgoing mail server is enabled and working.
  • Verify if email has been disabled system-wide.
Are Jira Service Management notifications enabled?
Does the reporter have a valid email assigned to their user?
  • Check their user has an email set; if not add one.
Have you performed any testing on the mail address?
  • Try sending a test mail to the user through Jira (in Outgoing Mail > Send a Test Email) to see if an error is returned.
  • Try sending them an email outside Jira, using a separate mail account.
Have you checked the logs?

  • Enable the Outgoing Mail log in Administration > System > Troubleshooting and Support > Logging and Profiling and set it to DEBUG.

  • Reproduce the problem.
  • Check the atlassian-jira-outgoing-mail.log for any errors.

Have you investigated the mail server?

  • Check the mail server logs for errors—this may require consulting with the Sys Admin/hosting provider.
  • Verify that the mail server can send emails to those user accounts. You could configure another client to use it (such as Windows Outlook or Apple Mail) and try to send mail to those addresses.
  • Check if certain domains work or don't work - for example, the SMTP may have blocked certain Hotmail, Yahoo and Gmail addresses.

Have you checked if the corresponding issue type associated with the request type has a valid avatar/icon?

  • Navigate to Project Settings > Request types and check to see if the issue type icon is showing a valid icon avatar or if it is showing a "?" instead. If this is the case, it has been found that the resulting notifications are not triggered and no errors are logged. This specific behavior occurs when "batched" notifications are enabled. It has also been found that when this is the case, the "Issue types" Global men, Jira Administration > Issues > Issue types will not load due to a status code 500 error, making it impossible to resolve the issue directly in the UI by updating the avatar icon image.
  • To resolve this, we will want to confirm if the "filename" for the issue type in question is invalid or null by executing the following queries.
SELECT * FROM issuetype where pname = '<issuetype that is showing without a valid avatar>';
  • From the results, notate the "id" value and execute the query below
SELECT * from avatar where avatartype = 'issuetype';
  • From the query results, notate the row including the "id" from above and check to see if the "filename" identified is present in <jira-home>/data/avatars.
    • If the "filename" is null on the table or the file is not present in the <jira-home>/data/avatars directory, we would recommend updating the filename for the id in question to use the filename of another issue type listed in the results. After performing this update, the "Issue types" page will load successfully, and a different avatar icon may be selected for use.
    • If the filename is present in the <jira-home>/data/avatars directory, we will want to ensure that the Jira application has permission to access the file in question.

Links to troubleshooting guides

If the questions from the table above did not help, then you can check the following troubleshooting guides, which cover the most common issues related to customer notifications.

SymptomsLink to the relevant troubleshooting guide
The Customer Notifications are not sent to specific users, or from specific JSM tickets/projects.Troubleshooting why a user did not receive a customer notification from a JSM request
The Customer Notifications are not sent at all for all JSM projects or are sent with a very long delay,

Troubleshooting slow/stuck notification issues in Jira/Service Management Server/Data Center



DescriptionThis article details how to troubleshoot email notifications in Jira Service Management. It is primarily targeted at why they may not be sent to Jira Service Management customers.
ProductJira
PlatformServer


Last modified on May 30, 2024

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