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  1. Jira Service Management Cloud
  2. JSDCLOUD-4698

Provide an outgoing email logs

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Product update: 20 December 2024

      Hi Everyone,

      Am update on this ticket. We have finalised our roadmap for the first half of next year and expanding the logs to including successful emails is on the list.

      This ticket was closed when the failed emails were added to the logs so please keep an eye on https://jira.atlassian.com/browse/JSDCLOUD-13528 which will be used to track adding successful emails to the logs.

      Thanks for your patience, I know that there's a a lot of interest in this feature and we're looking forward to delivering it. I will update this ticket as soon as I have new on delivery dates.

      Regards,
      Ben Costello

      Principal Product Manager, JSM Emails

      Previous Update - Jan 2, 2024

      Hey Everyone ,

      I am happy to announce that we have added all 'Customer Notification' types to this feature for all our customers. Now you can view all failed customer notifications in one place and take action to make sure customers receive notifications on time.

      You can read more about this feature in our community post: https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Customer-notification-logs-in-Jira-Service/ba-p/2364680#U2568458

      We will close this feature request now. Thank you!
      Manpreet Singh
      PM, JSM. 

      Problem Description

      Currently, there is no way to track every mail notification sent out by JIRA Service Desk to customers and it would be great to have such a feature.

      Suggested Resolution

      Provide an outgoing mail logs so that users can track if some emails are not sent out to certain customers.

            [JSDCLOUD-4698] Provide an outgoing email logs

            giulio.lorenz@franka.de added a comment -

            JSDCLOUD-4479 Be able to track outgoing emails that fail to be delivered - Create and track feature requests for Atlassian products.
            We now have to voit again on this Ticket

            giulio.lorenz@franka.de added a comment - JSDCLOUD-4479 Be able to track outgoing emails that fail to be delivered - Create and track feature requests for Atlassian products. We now have to voit again on this Ticket

            Andrew Harrell added a comment -

            Absolutely a fail here. Why would you think that people would only be interested in failures? Confirmations are also necessary. 🤬

            Andrew Harrell added a comment - Absolutely a fail here. Why would you think that people would only be interested in failures? Confirmations are also necessary. 🤬

            Karsten Markmann added a comment -

            We really need the possibility to see entire mail flow of any mail. E.g. in automation we use the send email functionality and get a message like this:

            Successfully sent email for issues (with message ids):

            PROJECTID-1883 (8731d45e-a737-xxxx-yyyy-e51d574e3zzz) 

            Using this Message ID to get a complete mail delivery report would be nice, as we have several customers and users complaining about missing notifications. We need somehow to prove that the receiving email system actually has received the email.

            Is there any way already now to use this ID anywhere that I might have missed?

            Thanks.

            Karsten Markmann added a comment - We really need the possibility to see entire mail flow of any mail. E.g. in automation we use the send email functionality and get a message like this: Successfully sent email for issues (with message ids): PROJECTID-1883 (8731d45e-a737-xxxx-yyyy-e51d574e3zzz)  Using this Message ID to get a complete mail delivery report would be nice, as we have several customers and users complaining about missing notifications. We need somehow to prove that the receiving email system actually has received the email. Is there any way already now to use this ID anywhere that I might have missed? Thanks.

            Andre Geldern, TEST added a comment -

            Unbelievable..... I'm pretty sure, there some Notifications NOT been send, but no chance to verify.

            Andre Geldern, TEST added a comment - Unbelievable..... I'm pretty sure, there some Notifications NOT been send, but no chance to verify.

            Kristian Žurav added a comment -

            poye 

            Hello,

            please reopen this apparently unfinished issue.

            Best regards,

            Kristian Žurav

            Kristian Žurav added a comment - poye   Hello, please reopen this apparently unfinished issue. Best regards, Kristian Žurav

            Mark Robson added a comment -

            I wanted to share how pleased I was to have an email log feature to record all email delivery to be able to see if emails were sent. Sad to say there are no send logs only 'Atlassian observed failures'...

            For the first time I saw an error in the log today. The log entry was as follows; 

            'Error from email provider: null'

            There is no more information. Now... how does this message help our business find out what happened?

            Mark Robson added a comment - I wanted to share how pleased I was to have an email log feature to record all email delivery to be able to see if emails were sent. Sad to say there are no send logs only 'Atlassian observed failures'... For the first time I saw an error in the log today. The log entry was as follows;  'Error from email provider: null' There is no more information. Now... how does this message help our business find out what happened?

            Bin added a comment -

            A user recently told me she did not get a Jira notification.  I had no evidence to show it was sent, than virtually say "trust Jira and check harder in your email system".  This request is closed.  We should probably ask the support to create a new one.

            Bin added a comment - A user recently told me she did not get a Jira notification.  I had no evidence to show it was sent, than virtually say "trust Jira and check harder in your email system".  This request is closed.  We should probably ask the support to create a new one.

            Jose Manuel Serrano added a comment -

            Hi beautiful people ^^
            I agree with all of you about this mess/useless implementation. 
            But as we can see, complaining here is not going to have so much impact. 
            Just a tip, if you want to have impact, maybe you should expose this public thread on social network where it can impact.

            It's a shame to don't have resources to know if the email has reached the user and having this ticket created in 2017 without not useful deploy. 

            So if it's important for you to have this, I'd suggest you to start focusing your efforts on exposing this outside Jira community. 

            Just a suggestion.
            Hope you have a wonderful day!

            Jose Manuel Serrano added a comment - Hi beautiful people ^^ I agree with all of you about this mess/useless implementation.  But as we can see, complaining here is not going to have so much impact.  Just a tip, if you want to have impact, maybe you should expose this public thread on social network where it can impact. It's a shame to don't have resources to know if the email has reached the user and having this ticket created in 2017 without not useful deploy.  So if it's important for you to have this, I'd suggest you to start focusing your efforts on exposing this outside Jira community.  Just a suggestion. Hope you have a wonderful day!

            Dan W added a comment -

            I can understand releasing a partial solution if there was at least a plan to develop and implement the rest of the solution.  MVP with future releases.  But instead you release what I would call an MVP and put any future releases in the dreaded "Gathering interest" status, where ideas go to die.  If we could at least see there is a plan to implement the full solution, and what is getting picked up next, I believe you wouldn't see as much hostility in the comments.  Be transparent and do better. 

            Dan W added a comment - I can understand releasing a partial solution if there was at least a plan to develop and implement the rest of the solution.  MVP with future releases.  But instead you release what I would call an MVP and put any future releases in the dreaded "Gathering interest" status, where ideas go to die.  If we could at least see there is a plan to implement the full solution, and what is getting picked up next, I believe you wouldn't see as much hostility in the comments.  Be transparent and do better. 

            George G added a comment -

            Well this was an utter failure.

            George G added a comment - Well this was an utter failure.

              1bbfd485bf63 Ben Costello
              rsaputra Adven
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                Created:
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