Users receiving notifications from issues where they should not receive notifications due to the Insight application
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
Problem
Users are receiving notifications from Jira issues where they are not expected to receive notifications.
The users are not related to the issue in any way
The notification helper shows that the user should not get emails from this issue
Looking at the email, it is clear that this is a Jira notification and not a Servicedesk notification
Diagnosis
Environment
The Jira instance has Insight Asset management app installed.
Diagnostic Steps
The notification email is not sent out when Insight Asset management is disabled.
Cause
Insight can send a notification to users in 4 ways :
- Workflow post-functions
- Insight automation
- User watching an Insight object and hence becoming a watcher on the Jira issue
- Configuration of an attribute of type URL within the object type
We need to find out where the user notification is configured and remove it from there. Check the detailed steps for each cause below.
Resolution
1. Workflow post-functions
Inspect the workflow post-function for the impacted issues workflow. Check each workflow transition to verify if the Insight post-function "Email user(s) based on attribute in a selected Insight Object" is being used anywhere. This is the Insight workflow post-function that can send notifications to users. If it is configured, then please remove it and test if the notification is still sent out.
2. Insight automation
Insight can send emails to users from Schema automation rules. Check the automations configured in all Insight schemas to see if any rule has : "Email notification" in the THEN clause. If yes, then remove this clause to see if the notification to the user is sent out.
3. User watching an Insight object and hence becoming a watcher on the Jira issue
The user here is watching one or more Insight object(s) and these objects are referenced in a custom field that is in the context of the Jira issue.
PS : The custom field does not need to be added on the screen of the Jira issue.
It should be present in the context of the Jira issue. In this situation, the user is automatically added as a watcher of the Jira issue because the user is a watcher of the Insight object.
In order to fix the issue, we need to find all objects in Insight that the user is a watcher of and then press "Stop watching" on these objects. To get a list of objects,
add the Insight custom fields (that are in context for the issue) on the view issue screen to see the objects that are showing up on the issue
now open these objects in Insight and review the watchers for the issues
Alternatively, you can run this query in the database to get a list of all objects watched by the user :
SELECT
OW.*,
CU."display_name"
FROM public."AO_8542F1_IFJ_OBJ_WATCH" OW
LEFT OUTER JOIN "app_user" AU ON AU."user_key" = "USER_KEY"
LEFT OUTER JOIN "cwd_user" CU ON AU."lower_user_name" = CU."lower_user_name"
WHERE AU."lower_user_name" ='admin';
4. Configuration of an attribute of type URL within the object type
URL Attribute is utilized for a URL Ping service, which pings the specified address every 5 minutes from the server side. For instance, if the url attribute field in the object was configured with a Confluence page URL, then whenever Confluence restarts or becomes unavailable, the URL Ping service will trigger notifications every 5 minutes until the service is restored.
This behavior aligns with intended functionality when utilizing attributes of type URL. If it's deemed unnecessary to receive notifications when using the url attribute, one approach could be to advise users not to watch the object