Jira users aren't receiving notifications in Jira Cloud projects

Summary

Jira users are not receiving notifications they expect to receive after changes to work items in a company-managed Jira Business, Software, or Service Management project.

Solution

Check if notifications are disabled in the user profile

Occasionally, the affected user might have unsubscribed from notifications themselves.

Affected users can verify this setting for their own profiles:

1. From any page in Jira, select the Profile picture > Personal settings

2. Select Projects and issues in the navigation sidebar

3. If currently disabled, use the Send me emails for issue activity toggle to enable notifications

4. Optionally, check the You make changes to issues box to receive notifications about your own changes in Jira

   1. Users will be notified about changes they make only if this box is checked

Confirm that affected users can view work items

In order to receive notifications from Jira work items, users must be able to view these items in Jira.

Two configurations control whether users can view work items. They are the Browse project permission from the project's permission scheme, and whether work item security is set on the individual work items.

Check for Browse Project permission

1. Visit the affected project

2. Navigate to Project settings > Permissions

3. Find the Browse Project permission in the list

4. Check whether the affected user belongs to one of the groups or project roles listed

   1. If not, refer to Manage project permissions to grant permission for the user

Check for work item security

1. Visit a work item where notifications were not sent as expected

2. Check the security lock icon on the work item

If the lock is closed and a security level has been set, the user may not be part of the proper security level to view the issue. Refer to Configure work item security schemes to determine the best way to resolve the problem.

Add user to project Notification Scheme

If the affected user is not set as a recipient of the notification for the given event, you will need to edit the Notification Scheme used by the project. Notification events can be set to deliver to:

• Individual users

• Groups

• Project Roles

• Jira roles (current assignee, reporter, watchers, etc.)

To check the Notification scheme in use:

1. Navigate to the affected project

2. Select Project Settings > Notifications > Settings

Confirm workflow transitions fire the correct events

A common scenario where this applies:

• An issue was closed using the "Close issue" transition

• A user is a watcher, reporter, or assignee of that issue

• According to the Notification scheme configuration in the project, this user should receive notifications on the event Issue Closed

• This user does not receive a notification when the issue is closed

Using the scenario above, if the Close Issue transition fires a Generic Event (instead of the Issue Closed event) then the user won't receive a notification. See the below screenshot as an example of this configuration:

To fix this issue, you can either:

• Change the event fired by the transition to Issue Closed

  • Please refer to Advanced workflow configuration for instructions

• Edit the notification scheme associated with the project, so that the impacted user can receive notifications on the event Generic Event

  • Please refer to Configure notification schemes for instructions

Service projects only: Affected users may be considered "customers" by JSM

When users aren't receiving notifications specifically from Service Project work items, the problem may be caused by accidentally belonging to a JSM customer organization. When this happens, the user will be treated as a customer within the work item and Jira notifications are not triggered for them.

To remove the user from the customer organization:

1. Go to the project

2. Navigate to Organizations

3. Remove the user from the Organization