JIRA On Demand > Email Notifications not working suddenly

[VINCENT KURUTZA]

We have made no changes to our install and our network/IT support team can find no issues on our end.

1. Is this a JIRA problem?
2. Can anyone help me sort it?
3. Details as below.

thanks,

Vincent Kurutza

QA Manager - Velti UK

From: Nikos Lionas
Sent: 27 September 2012 10:44
To: Marina Stavridi; IT_Systems; jira_admin
Cc: Vincent Kurutza; Support - IT
Subject: RE: MIG JIRA > email Notifications not working

Hi Vincent,

After check at antispam there is nothing to block the mails from jira.

Once the jira app is hosted at atlassian I think they have to check why the mails are sending.

From: Marina Stavridi
Sent: Thursday, September 27, 2012 10:09 AM
To: Nikos Lionas; IT_Systems; jira_admin
Cc: Vincent Kurutza; Support - IT
Subject: RE: MIG JIRA > email Notifications not working

Hi Vincent,

Adding Systems team; they may be able to assist you.

Marina

From: Vincent Kurutza
Sent: Thursday, September 27, 2012 11:28 AM
To: Support - IT
Subject: MIG JIRA > email Notifications not working
Importance: High

https://migapps.atlassian.net/browse/DQAP-15

Hi all:

I have tested this using an example above and can confirm the emails are no longer working, this appears to be a recent issue.

This has occurred before and we made no changes to JIRA to cause it nor fix it, perhaps you can look into it from the Outlook/Email end?

Thanks,

Vincent

From: Daniel Hollis
Sent: 27 September 2012 09:19
To: Vincent Kurutza
Cc: Ben Chester
Subject: Re: JIRA Notifications

Cheers.

I was used to receiving notifications etc, but I will keep looking at the dashboard.

Cheers

From: Vincent Kurutza <vkurutza@velti.com>
Date: Thu, 27 Sep 2012 09:19:05 +0100
To: Daniel Hollis <dhollis@velti.com>
Cc: Ben Chester <bchester@velti.com>
Subject: RE: JIRA Notifications

https://migapps.atlassian.net/secure/Dashboard.jspa?selectPageId=10801

BTW in the meantime I have shared dashboards for clients/projects so if you save them as favs perhaps you can check a few times a day.

Thanks,

Vincent

From: Vincent Kurutza
Sent: 27 September 2012 09:17
To: Daniel Hollis
Cc: Ben Chester
Subject: RE: JIRA Notifications

On it already, no changes were made to JIRA so I shall ask the support team as perhaps it’s a Velti Outlook issue.

Thanks,

Vincent

From: Daniel Hollis
Sent: 27 September 2012 09:13
To: Vincent Kurutza
Cc: Ben Chester
Subject: JIRA Notifications

Hi Vincent,

Yesterday I got assigned 7 jiras and I didn't get notified by email. Could you double check I have notification alerts on please.

Regards,

Dan

[Nic Brough -Adaptavist-]

I would

1. Check that your notification scheme has not been changed

2. I don't know if you have the "mail server -> send test email" option in OnDemand. If you do, then try it, and enable the smtp logging. If you don't, then ignore me and move on to 3...

3. Raise it with Atlassian OnDemand support. State that you've checked the notification scheme and what you've done to test email, and that it should have sent the email (along with the stuff from your email team)

[VINCENT KURUTZA]

Nic:

Thanks so much! I checked 1. and no changeshave been made and for 2. that does not exisit in ondemand but I could send a test email. So it must be only the notify scheme generated emails.

I shall conatct support.

Vincent

[Nic Brough -Adaptavist-]

I do think you need support to take a look at the logs. If you can send a test email and it arrives, then the underlying "get mail from A to B" is working. If your notification scheme says "on Event A, mail user B", then Jira is definitely trying to send the mail. Anything in between those two needs a sysad to check logs really.

One other quick check - can you see the email queues in OnDemand? If you can, check the error queue (and ask support why things have gone into error). If you can't, then you need support to read the logs!

[VINCENT KURUTZA]

Nic:

Thanks again, this is odd as it was working a few days ago and we made no changes.

I did check the Mail Queue and it's clear with no fails so that is working.

I have escalated this this question to JIRA support.

Cheers,

Vincent

[Karie Kelly]

When you hear a response, would love to know what you find out so that we can check the same in our JOD instance. Thx!