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  1. Jira Platform Cloud
  2. JRACLOUD-63694

Users are not notified of issues/comments created via Email

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      NOTE: This bug report is for JIRA Cloud. Using JIRA Server? See the corresponding bug report.

      Summary

      Users in JIRA are not notified of issues or comments created via email, even if they should. Same users are notified of issues or comments to issues if they are created in UI. We've been able to replicate this consistently in clean instances.

      Environment

      JIRA Cloud, version: 1000.656.2 (not available in Affects Version/s field)

      Steps to Reproduce

      1. Create a ticket via email using User A (with access) - make sure User B is notified for 'Issue Created'
      2. Add User B as watcher to the ticket - make sure that watcher are notified for 'Comment created'
        • This is an example, we could also replicate this by assigning the ticket to User B, instead
      3. Add a comment to the ticket via UI (comment 1)
      4. As User A send a comment to this ticket via email (comment 2). You can use the notification from comment 1.

      Expected Results

      User B is notified for issue creation and both comment 1 and comment 2.

      Actual Results

      User B is only notified on comment 1.

      Notes

      This is very similar to this bug:
      https://jira.atlassian.com/browse/JRA-63582

      However, that one is for JIRA Server and for Outlook, so I'm not sure if they are related.

      Workaround

      From jtillett916844748:

      a workaround would be to create a filter to look at issues created in the past 15 minutes and create a subscription to fire every 15 minutes. Dirty, but it's something.

      Original comment HERE

            [JRACLOUD-63694] Users are not notified of issues/comments created via Email

            Roman Lutsiv (Inactive) added a comment -

            Hi ialexeyenko, I am not sure if you are able to pick up the Cloud fix because there were multiple changes to emails sending functionality for Vertigo, but here are fix PRs:

            I'd recommend talking to bkelley@atlassian.com who implemented majority of email changes for Vertigo if you need a context behind these fixes. Thanks

            Roman Lutsiv (Inactive) added a comment - Hi ialexeyenko , I am not sure if you are able to pick up the Cloud fix because there were multiple changes to emails sending functionality for Vertigo, but here are fix PRs: PR1 PR2 PR3 I'd recommend talking to bkelley@atlassian.com who implemented majority of email changes for Vertigo if you need a context behind these fixes. Thanks

            carl.desouza161292264 added a comment -

            Resolved for us as well. Thanks!

            carl.desouza161292264 added a comment - Resolved for us as well. Thanks!

            Mark Holman added a comment -

            We are experiencing the same issues per JRA-63582, but we are running on premise JIRA server 7.2.0.  I don't see this issue listed in bug fixes for 7.3.  Is there a fix for on prem?

            Mark Holman added a comment - We are experiencing the same issues per JRA-63582 , but we are running on premise JIRA server 7.2.0.  I don't see this issue listed in bug fixes for 7.3.  Is there a fix for on prem?

            MariaT added a comment -

            thanks

            MariaT added a comment - thanks

            Roman Lutsiv (Inactive) added a comment -

            The issue with email notifications not sent on adding issue comments through email is resolved now. The fix is available for all customers.

            Roman Lutsiv (Inactive) added a comment - The issue with email notifications not sent on adding issue comments through email is resolved now. The fix is available for all customers.

            Semhal Tekeste added a comment -

            Looks like the email notifications aren't going out right away...there are some delays in some cases. I'm assuming this is still being worked on? An official update would be nice. 

            Semhal Tekeste added a comment - Looks like the email notifications aren't going out right away...there are some delays in some cases. I'm assuming this is still being worked on? An official update would be nice. 

            Juan Felipe Cardona added a comment -

            Fixed for us as well!

            Juan Felipe Cardona added a comment - Fixed for us as well!

            Jeff Tillett added a comment -

            Looks to be good for us too!

            Jeff Tillett added a comment - Looks to be good for us too!

            Semhal Tekeste added a comment -

            I think this may be fixed - but I'm waiting on an update to this ticket. I've tested various scenarios (submitting ticket via email, via JIRA platform, commenting via email/platform) and we've received notifications. 

            Please provide a confirmation if this has been fixed?

            Semhal Tekeste added a comment - I think this may be fixed - but I'm waiting on an update to this ticket. I've tested various scenarios (submitting ticket via email, via JIRA platform, commenting via email/platform) and we've received notifications.  Please provide a confirmation if this has been fixed?

            Amber Webster added a comment -

            Yes, this is greatly affecting our turn around on tickets and customers are noticing. If it helps to research it, only our 2 newest JIRA users are affected. Everyone else, created earlier are ok and receiving notifications. 

            Amber Webster added a comment - Yes, this is greatly affecting our turn around on tickets and customers are noticing. If it helps to research it, only our 2 newest JIRA users are affected. Everyone else, created earlier are ok and receiving notifications. 

              Unassigned Unassigned
              jsilveira Jaime S
              Affected customers:
              35 This affects my team
              Watchers:
              69 Start watching this issue

                Created:
                Updated:
                Resolved: