Problem

Despite having outgoing emails disabled to prevent user confusion, the sandbox environment is still sending email notifications when the Alert feature is used.

Customers utilize the sandbox for testing new features before implementing them in the production environment. This bug is preventing the customer from effectively testing in the sandbox, as unintended email notifications are being sent, which contradicts the primary purpose of the sandbox: to serve as an isolated, non-intrusive testing environment.

Sandbox feature is available for Jira, Jira Service Management, and Confluence with Premium and Enterprise plans. As customers migrate to JSM Operations wherein Opsgenie is consolidated, this sandbox feature should also work with this scenario too.

Proposed Fix: Ensure that the "Disable Outgoing Emails" setting in the sandbox environment applies to all notifications, including those triggered by JSM Alerts, maintaining the sandbox's purpose as an isolated testing environment.

Environment

Jira Service Management Cloud with Consolidated Opsgenie

Steps to Reproduce

• Disable outgoing emails in the Sandbox environment of Jira Service Management.
• Enable and configure the Alerts feature in JSM.
• Trigger an alert in the sandbox environment.
• Observe that email notifications are still sent out, despite the outgoing email setting being disabled.

Expected Results

No email notifications should be sent from the sandbox environment when outgoing emails are disabled.

Actual Results

Email notifications are sent from the sandbox environment even though outgoing emails are disabled, causing user confusion.

Workaround

No ideal workaround available currently. 

However, if it is not a concern the most straightforward approach might be to guide users to update their settings individually. You could use an announcement banner or send out an email with simple instructions.

Here's an example you could share:

1. Go to Profile Picture (or Initials) > Personal Settings.
2. Update Notification settings > Alerts as needed.

Notes