Introduction
This guide describes troubleshooting options for notifications that it should've gone out based on the notification scheme and role of user ("Reporter") but they didn't receive it.
Outgoing mail configuration
Outgoing mail is configurated under: Jira administrator: System > Mail > Outgoing mail
https://support.yamnet.com/secure/admin/OutgoingMailServers.jspa
Configuration of outgoing and incoming mail log is done under:
System > System support> Logging and profiling
https://support.yamnet.com/secure/admin/ViewLogging.jspa
Step-by-step guide
- Notification helper
First check to view if users should have received notification for a specific issue. - Mail and Error Queue
Check if an error is reported for specified issue - atlassian-jira-outgoing-mail.log
Check if detailed information in outgoing mail log.
Notification helper
Jira administration: System > Admin Helper > Notification helper
https://support.yamnet.com/secure/admin/NotificationHelperAdmin.jspa
Mail and Error Queue
Jira Administration: System> Mail Queue
https://support.yamnet.com/secure/admin/MailQueueAdmin!default.jspa?page=
Mail Queue
This page shows you the current Jira internal event queue, whose events may trigger notification emails.
Error Queue
This page shows a list of mails that have persistently failed to send.
atlassian-jira-outgoing-mail.log
Mail Log: Jira Administration: Applications > Email Requests
https://support.yamnet.com/secure/admin/SDMailInfo.jspa
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