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

1. Notification helper
   First check to view if users should have received notification for a specific issue.
2. Mail and Error Queue
   Check if an error is reported for specified issue
3. 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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