How to track cases when you don't get any emails

There may be multiple reasons why you don't get emails from Jira Email This Issue (JETI).

Cause 1: SMTP Server configuration

Go to Incoming Emails Administration and check if your SMTP server settings are correct. Send a test email to various email addresses (in and outside Jira) to verify that emails will reach all recipients. Also check if the email sending is enabled or disabled.

Read more here:

Incoming Mail Connections

Outgoing Mail Connections

Cause 2: Profile settings

Email This Issue respects your profile settings My changes: do not notify. If this is set, and you are testing JETI by sending emails to yourself, JETI will not dispatch the email to you.

We recommend that you change your profile settings to My changes: notify me for time of your tests.

Cause 3: No recipients are resolved

JETI can send issues in email directly to users and email addresses, and indirectly to recipients stored in fields, members of groups and roles, etc. Sometimes it happens that no indirect recipients can be resolved in relation to an issue.

Case 4: Notification template is not added to the context

After you created a Event Notifications and recipients, you must associate the Notification Template with projects. You do this by adding the Notification in a Contexts.

Read more here:

Event Notifications


Setting up customized notifications

Case 5: The recipient allowlist does not include recipient

The General Configuration tab offers a few options:

  • Exclude external recipients.

  • Limit to project users.

  • Allowlist to certain email address patterns or domains.

Read more here:

General configuration

Case 6: Context or Notification with JQL does not match the issue

Contexts and Notifications may be restricted to fine grained scopes via JQL. It may be possible that the issue the event is occurring on does not match any of the JQLs.

Read more here:

JQL Functions

Case 7: Notification with the Changelog filter not matching

Event Notifications may be restricted cases when certain fields change. If you specified a Changelog filter in the configuration and none of the selected fields change, you will not receive notifications.

Read more here:

Event Notifications

Last updated