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  1. Jira Service Management Cloud
  2. JSDCLOUD-8271

Customer notifications are not being triggered due to failed user retrieval information

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      When Jira is not able to retrieve the user information, the notifications are marked as delivered and the notifications are not sent to the customer.

      Notes:

      • Internal notifications are not affected.

            [JSDCLOUD-8271] Customer notifications are not being triggered due to failed user retrieval information

            Thiago Behm. added a comment -

            Hey folks,

            The root cause of this bug has been addressed by our team, therefore we are closing this bug.

            Anyway, in case you are still facing any issues feel free to get in touch with our support team https://support.atlassian.com/contact and we will analyze further.

            Thiago Behm. added a comment - Hey folks, The root cause of this bug has been addressed by our team, therefore we are closing this bug. Anyway, in case you are still facing any issues feel free to get in touch with our support team https://support.atlassian.com/contact and we will analyze further.

            Jacob Kabealo added a comment -

            Ticket LA-12201 seems Gabbi sent an e-mail to create a ticket July 11at 4:02 PM but it was not until another user replied July 12 at 3:04 PM that a ticket got created and we were notified about this set up that needs to take place.

            Jacob Kabealo added a comment - Ticket LA-12201 seems Gabbi sent an e-mail to create a ticket July 11at 4:02 PM but it was not until another user replied July 12 at 3:04 PM that a ticket got created and we were notified about this set up that needs to take place.

            Jacob Kabealo added a comment -

            A few examples from the team at https://framestore.atlassian.net of notification emails not being delivered or being delivered very late. These are causing a lot of confusion and making support more difficult as users think we are ignoring them.

            Ticket LA-12180 reply I sent on July 12th at 9 AM, customer did not receive an e-mail

            Ticket LA-12156 reporter has not received any e-mails of the replies sent

            Ticket LA-12154 issue commented on July 10 2:24 PM, email received by reporter about midnight morning of July 12

            Ticket LA-12157 cancelled 1:14 PM July 10, email received about cancellation 3:15 AM July 11 and at 3:51 PM July 11 received confirmation email that ticket had been created

            Ticket LA-12170 resolved at 11:40 AM e-mail  notifying resolution delivered at 6:22 PM

            Jacob Kabealo added a comment - A few examples from the team at https://framestore.atlassian.net of notification emails not being delivered or being delivered very late. These are causing a lot of confusion and making support more difficult as users think we are ignoring them. Ticket  LA-12180 reply I sent on July 12th at 9 AM, customer did not receive an e-mail Ticket LA-12156 reporter has not received any e-mails of the replies sent Ticket LA-12154 issue commented on July 10 2:24 PM, email received by reporter about midnight morning of July 12 Ticket  LA-12157 cancelled 1:14 PM July 10, email received about cancellation 3:15 AM July 11 and at 3:51 PM July 11 received confirmation email that ticket had been created Ticket  LA-12170 resolved at 11:40 AM e-mail  notifying resolution delivered at 6:22 PM

              Unassigned Unassigned
              tbehm@atlassian.com Thiago Behm.
              Affected customers:
              5 This affects my team
              Watchers:
              10 Start watching this issue

                Created:
                Updated:
                Resolved: