Duplicated mention notifications
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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
Summary
When adding a mention the users receive two notifications with exact same content
Environment
Jira Software 9.16.1
Diagnosis
Enable outgoing mail debug:
JIRA -> System (Settings) -> Logging and Profiling -> Outgoing mail log -> Enable Debugging
On the same page, add the following packages via "Configure" option:
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com.atlassian.jira.service
com.atlassian.mail.queueSet them all to Debug
On the logs we can see two notification being queued after the Mention:
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2024-08-23 09:35:04,970-0500 DEBUG [] https-jsse-nio-8443-exec-1049 admin 575x23746610x2 1gaei78 74.xxx.32.xxx,10.xx.1.xx,10.xx.13.xxx /rest/api/2/issue/TEST-1234/comment [c.a.mail.queue.MailQueueImpl] Queued: com.atlassian.jira.mail.MentionMailQueueItem@147350d4
2024-08-23 09:35:04,973-0500 DEBUG [] JIRA-EventThread-24 [c.a.mail.queue.MailQueueImpl] Queued: com.atlassian.jira.mail.MentionMailQueueItem@5b3a4129And two notifications being sent for the same user:
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2024-08-23 09:36:01,710-0500 DEBUG [] Sending mailitem To='user@test.com' Subject='' From='null' FromName='Admin (Jira)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='null' MessageId='null' ExcludeSubjectPrefix=false' admin 576x23747827x2 1gaei78 74.xxx.32.xxx,10.xx.1.xx,10.xx.13.xxx /secure/admin/MailQueueAdmin.jspa [c.atlassian.mail.outgoing] Message was sent with Message-Id <732376153.186373.1724423761523@test.server.mail>
2024-08-23 09:36:02,846-0500 DEBUG [] Sending mailitem To='user@test.com' Subject='' From='null' FromName='Admin (Jira)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='null' MessageId='null' ExcludeSubjectPrefix=false' dmasten 576x23747827x2 1gaei78 74.xxx.32.xxx,10.xx.1.xx,10.xx.13.xxx /secure/admin/MailQueueAdmin.jspa [c.atlassian.mail.outgoing] Message was sent with Message-Id <2090519568.186375.1724423762633@test.mail.server>As you can see one additional thread is queuing a second notification, "JIRA-EventThread-24"
Cause
Checking thread dumps you can see code from a 3rd party application using JIRA-EventThread-XX thread, PII Protector for Jira.
PII Protector for Jira version 2.1.3 introduced a new feature for Notifications.
Solution
Turn off Notifications on PII Protector for Jira plugin.
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