How to Troubleshoot Customer Notification Issues in Jira Service Management
Platform Notice: Data Center Only - This article only applies to Atlassian apps 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
This article explains how to troubleshoot email notifications that are not sent to customers. A JSM request must be an issue in a Service project and have a valid Customer Request Type, Request Type, or Service Management Request Type. Issues that don't meet both criteria are regular Jira issues and are not handled by the Jira Service Management customer 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.
Solution
JSM Customer Notification Configuration
Jira Service Management customer notifications are configured from Project Settings > Customer Notifications, rather than from the notification scheme associated with the Jira project. Each customer notification can be enabled or disabled, and its template can be customized using the Edit button next to it.
Requirements for Jira Service Management emails to be sent to customers:
System: Jira email is enabled, and outgoing mail is configured.
Notification: Customer notifications for the event are enabled in the project under Project Settings > Customer Notifications.
Issue: The issue belongs to a Jira Service Management project and contains a valid customer request type.
User: The user is allowed to view the request through the reporter, request participant, approver, or organization field; has not unsubscribed from the request; and has a valid email address.
Issue Events: The events that trigger notifications vary by the version of Jira Service Management you are running. For your version of Service Management, see the Configuring Service Project notifications page.
Workaround
If the answer to the question is 'Yes,' continue; otherwise, follow the instructions in the 'No' column.
Question | No |
|---|---|
Is this a valid Jira Service Management request? | Confirm that the issue is in a project configured as Service Management and that 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 that the outgoing mail server is enabled and working, and verify whether email has been disabled system-wide. |
Are Jira Service Management notifications enabled? | Enable the relevant notification from Project Settings > Customer Notifications. |
Does the reporter have a valid email assigned? | Check that the user has an email set; if not, add one. |
Have you tested the mail address? | Use Outgoing Mail > Send a Test Email to send a test email through Jira and check whether an error is returned. Also, try sending the user an email outside Jira with a separate mail account. |
Have you checked the logs? | Enable the Outgoing Mail log in Administration > System > Troubleshooting and Support > Logging and Profiling, set it to DEBUG, reproduce the problem, and check atlassian-jira-outgoing-mail.log for errors. |
Have you investigated the mail server? | Check whether certain domains work, including Hotmail, Yahoo, and Gmail. |
Issue type for the request type has a valid avatar/icon diagnosis
If the corresponding issue type for the request type shows a question mark instead of a valid avatar, check the issue type icon in Project Settings > Request types. This behavior has been observed when batched notifications are enabled. In this situation, the Issue types page under Jira Administration > Issues > Issue types may fail to load, returning a 500 status code.
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, note the "id" value and execute the query below:
SELECT * from avatar where avatartype = 'issuetype';
From the query results, note 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 in the table above did not help, you can check the following troubleshooting guides, which cover the most common issues with customer notifications.
Symptoms | Link 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 |
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