Project not sending notifications when it should
Asked by Va man:

Hello everyone,

I'm currently investigating a problem with notifications on my Jira, and I'm struggling at finding the origin.

It's self-hosted. We have multiple projects on this Jira, and everything work fine for them. But we have a project A that is unable to send notifications.

We have a notification scheme where it should send notifications to multiple users based on a multi user pick (request participant), the reporter, and all watchers.

When I try to investigate using the notification helper, it says that the notification should be sent on issue commented.

But when I comment (or do any other action that should be notified), notification is not sent.

We have bulk notifications enabled, but even when disabling it it did nothing

Project/Jira are reindexed often (and I did it before evry debug session)

Project is a Service type project (to enable Request aprticipants field, queues, and stuff like that)

I swapped notification scheme, and even removed some values, but it changed nothing

In atlassian-jira-outgoing-mails.log it seems that the recipient list is empty when loaded by the jira component

\[c.a.m.o.c.a.j.p.i.batching.recipients.JiraNotificationSchemeRecipientProvider\] Recipients: \[\]

The odd part comes that I noticed that when I switch the project type to Business, at least some notifications are working

Do you have any idea of where to search ? I'm starting to run out of ideas

Regards,


Answers:
author: Samuel Gatica
body: Hi [@Va man](/t5/user/viewprofilepage/user-id/5238752)

In a Jira Service project, there are two types of notifications: the project notification scheme and the Customer notification.

* Project notification scheme: Will only send notification to users that have a JSM license (Agents)
* Customer notification: This can be configured to notify all the customers involved in the ticket.

So, in your case, if you want to send a notification to the Request Participant that does not hold a JSM license make sure the Customer notifications are set properly.

Please check the following articles:

* [Managing service project notifications](https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html)
* [What notifications do my customers and team receive?](https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/)

Hope this helps!

Best regards

Sam

comments: author: Va man
body: Hi, and thanks for your help.? The strange part is that I have a similar project which have same settings (Service type project, disabeld customer notifications, and same users, which have assigned JSM licence) but notifications work OK for this second project, while using the same "Request participant" field

I looked atr the given url, but customer notifications are disabled in Jira configuration (and we don't want to turn it on, as it works OK for other project)


author: Samuel Gatica
body: Hi [@Va man](/t5/user/viewprofilepage/user-id/5238752)

Could you please upload a screenshot of your Notification Scheme?

Thank you.

Sam


author: Va man
body: ![notification_scheme.png](https://community.atlassian.com/t5/image/serverpage/image-id/346344iA9F1AD06E701DF02/image-size/large?v=v2&px=999 "notification_scheme.png")


author: Va man
body: Hi, Here it is. The single user thing is a debug I tried, sending emails to me directly, using a second account. I sometimes receive a notification when users comment on a ticket, but not always... I try to get a case where I get a mail but it seems hard to replicate at 100%


author: Samuel Gatica
body: Hi [@Va man](/t5/user/viewprofilepage/user-id/5238752)

In a Service Project the "Request Participant" field was designed to deliver notifications to users that are client is the portal.

I recommend creating a new custom field to facilitate notifications through the Project Notification scheme.

Best regards

Sam


author: Va man
body: Thanks for your help. SO I created a new field which is a multiple users picker and put it into notification scheme, removing every other notification and yes it worked. Problem, is that other projects on my Jira are using this field Request participant, and it worked properly on the actual project for \~2 years without problem.   
I agree with you that this field should not have been used like that, but now it's as it is, and the fact it work on other projects with what seems to be the same parameters, makes me wondering why it doesn't work for this given project.   

Are there cases and/or explanations where a project's notification scheme is unable to get values for a given field for example ? (Which here is a custom field but generated by the Jira system and locked, But it's associated with screens and in project context)


Tags: data-center

jira-service-management

jira-service-management-data-center