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  1. Atlassian Community
  2. COMMUNITY-136

Email subscriptions not working as expected

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: High High
    • None
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      Certain subscriptions to topics like 'Jira questions' might send notifications for comments and answers rather than the question itself.

      Users that have Only new posts selected for 'Of categories I'm watching within collections, send updates for' in their Settings should not receive this type of email notification unless they are also subscribed to the individual thread itself.

      Show
      Certain subscriptions to topics like 'Jira questions' might send notifications for comments and answers rather than the question itself. Users that have  Only new posts selected for 'Of categories I'm watching within collections, send updates for' in their Settings  should not receive this type of email notification unless they are also subscribed to the individual thread itself.
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      Email notifications not sending as expected

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      Email notifications not sending as expected

      We have noticed certain email subscriptions not delivering topic messages as expected.

      We are working with our vendor to identify and fix the issue

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            [COMMUNITY-136] Email subscriptions not working as expected

            Tyler T made changes -
            Status Original: In Progress [ 3 ] New: Closed [ 6 ]

            Tyler T added a comment -

            A week has passed since our vendor has called this issue resolved. We have received any recent reports from customers about remaining email delivery issues nor have we experienced them ourselves. This ticket is now closed as fixed. Please open a new ticket if you are experiencing email delivery issues. Thank you for your patience.

            Tyler T added a comment - A week has passed since our vendor has called this issue resolved. We have received any recent reports from customers about remaining email delivery issues nor have we experienced them ourselves. This ticket is now closed as fixed. Please open a new ticket if you are experiencing email delivery issues. Thank you for your patience.

            Tyler T added a comment -

            Update from our vendor regarding the email delivery bugs:

            On Sunday evening, after analyzing many messages we found that there was issue with notifications not making it to the notification service. This issue was addressed Sunday night and reviewed Monday when we found everything was being sent 1:1 Community to Notifications Service. This should not be occurring any longer. 

            Tyler T added a comment - Update from our vendor regarding the email delivery bugs: On Sunday evening, after analyzing many messages we found that there was issue with notifications not making it to the notification service. This issue was addressed Sunday night and reviewed Monday when we found everything was being sent 1:1 Community to Notifications Service. This should not be occurring any longer. 
            Tyler T made changes -
            Link New: This issue is related to COMMUNITY-148 [ COMMUNITY-148 ]

            Tyler T added a comment -

            Good news, our platform vendor has identified the bug causing intermittent email delivery issues and is working on a fix. A rogue node was identified, relating to an indexer service, that was started up on 9/26. Daily and weekly digests should be working as expected - the delivery failure is restricted to immediate email notifications.

            Tyler T added a comment - Good news, our platform vendor has identified the bug causing intermittent email delivery issues and is working on a fix. A rogue node was identified, relating to an indexer service, that was started up on 9/26. Daily and weekly digests should be working as expected - the delivery failure is restricted to immediate email notifications.
            Tyler T made changes -
            Priority Original: Low [ 4 ] New: High [ 2 ]

            Nic Brough -Adaptavist- added a comment -

            I got up this morning to emails, and they've been ok all day (UK), but they stopped again about 30 minutes ago. 19:00 BST - there's four new questions in the community I should have been notified about.

            Nic Brough -Adaptavist- added a comment - I got up this morning to emails, and they've been ok all day (UK), but they stopped again about 30 minutes ago. 19:00 BST - there's four new questions in the community I should have been notified about.

            Tyler T added a comment -

            Hi lists, our vendor is reporting this issue resolved as of the morning of 10 Oct US Pacific time. Have you experienced issues since then? Thank you for the last update

            Tyler T added a comment - Hi lists , our vendor is reporting this issue resolved as of the morning of 10 Oct US Pacific time. Have you experienced issues since then? Thank you for the last update

            Nic Brough -Adaptavist- added a comment -

            I was getting no community emails at all from 6:20 to 14:30 BST today. When they resumed, I think I am getting the right ones again.

            But they do seem to have stopped again, about 2 hours ago (last mail was about 21:15)

            Nic Brough -Adaptavist- added a comment - I was getting no community emails at all from 6:20 to 14:30 BST today. When they resumed, I think I am getting the right ones again. But they do seem to have stopped again, about 2 hours ago (last mail was about 21:15)
            Tyler T made changes -
            Status Original: Open [ 1 ] New: In Progress [ 3 ]

              Unassigned Unassigned
              ttadej Tyler T
              Archiver:
              mkhairuliana Monique Khairuliana (Inactive)

                Created:
                Updated:
                Resolved:
                Archived: