The Jira application has a flexible built-in facility for sending email notifications under various conditions. This guide is meant to help troubleshoot when email notifications are not being received.

症状

メール通知を誰も受信できない (あるいは受け取りに時間/日単位の非常に長い遅延が発生している)

• Ensure you've correctly configured an SMTP server. Send a Test Mail inside the SMTP server configuration setup screen. Make a note of any error that is returned from the test.
• Inspect your Mail Queue under ⚙ > System > Mail Queue. Check if emails are piling up in the Mail Queue or the Error Queue and if you can flush it manually from the UI
  • If emails are piling up in the Error Queue or are listed in the Mail Queue with the pink colour, as shown in the screenshot below:
    
    
    • then it means that the Mail Queue Service is unable to send the notification email via the SMTP server (for various reasons)
    • このような場合はナレッジベース記事「Jira Service Management Server/Data Centerで低速な通知や通知のスタックの問題のトラブルシューティングを行う」の「SMTP メール サーバーの問題のトラブルシューティング」セクションをご確認ください。
  • If emails are piling up in the Mail Queue with the white colour as shown in the screenshot, and if it is possible to flush the Mail Queue from the UI manually:
    
    
    • これは、Mail Queue Service が (さまざまな理由で) スタックしている可能性があることを意味します。
    • このような場合はナレッジベース記事「Jira Service Management Server/Data Centerで低速な通知や通知のスタックの問題のトラブルシューティングを行う」の「Mail Queue Service の問題のトラブルシューティング」セクションをご確認ください。
• ページ⚙ > [システム] > [メール通知のバッチ] を選択し、バッチが有効化されているかどうかを確認します。バッチの無効化で問題が解決する場合、Jira 通知のバッチ化を行うサービスがスタックしていた可能性があります。
  • このような場合はナレッジベース記事「Jira Service Management Server/Data Centerで低速な通知や通知のスタックの問題のトラブルシューティングを行う」の「Jira のバッチ通知メールの問題のトラブルシューティング」セクションをご確認ください。

Email notifications are not being received by a specific group of people/person, or from specific Jira issues

• ユーザーのプロフィールの自分が行った変更オプションが [自分に通知] になっているか確認します。このプロパティのすべてのユーザー向けのデフォルト値を [管理] > [ユーザーの既定値] で設定できます。
  
• プロジェクトの権限スキームでプロジェクト権限を確認します。ユーザーは、課題が所属するプロジェクトのプロジェクトの参照権限を持っている可能性があります。課題セキュリティ レベルを利用している場合、ユーザーが課題に適用されている課題セキュリティ レベルのメンバーであることを確認します。
• In case these users did not receive the notification from a specific workflow transition, it is important to note that their post-function triggers notifications in a transition. In such a case, you will need to review the workflow configuration, check which events are fired for each transition, and ensure that these events are configured with the correct recipients in the notification scheme configuration.

Jira ユーザーが知見の通知を意図せず受け取った

Sometimes, a user gets a notification email from the Jira application, but this user was not expected to receive it. To troubleshoot this issue, a few points to check include:

• Insight アプリケーションがインストール済みかどうか (⚙ > [アプリの管理] > [アプリの管理])
• ユーザーがプロジェクト内のコンポーネント リードであるかどうかを確認
• Checking if users are configured in ⚙ > User Management > Users (it could be that a user is configured with an email address that belongs to another user and that notification emails were sent to that other user)

メール通知のコンテンツに誤りがある

• If the content of the notification refers to an invalid or non-existent issue, then the notification may be coming from another source (that is, another Jira instance, separate from the problematic one). This situation can happen when you restore an XML backup of your production Jira application instance into a development/test server or if another Jira instance is connected to the same mailbox as the problematic one. The development/test/another Jira server application then sends notifications in addition to your production instance. Please see this guide on Disabling email sending/receiving for a Development/Test Jira instance.
  To verify if the notification is coming from another Jira instance:
  - Check the source of the incorrect notification email for the 'X-JIRA-FingerPrint' header, then locate the 'correct' notification, find the same header, and compare the two - they have to be identical;
  - If X-JIRA-FingerPrint is missing (and that could be possible as some email servers strip what they consider unnecessary headers), look for the 'client-ip=' header and compare the same to a good notification. If the IP addresses are different, the notification is likely coming from another Jira instance. To identify the public IP address of the Jira server or cluster, you'd either need to reach out to your network administrator or use 3rd party free services like What is my IP Address, which can also be used from the command line via a curl command (for example, 'curl ifconfig.me')
• If users receive messages in HTML or Text and wish to change this preference, have them change this property in their user profile under the Outgoing email format.
• 通知のコンテンツ内の URL リンクが誤ったサイトを指している場合、ベース URL のプロパティを[管理] > [全般設定] で確認します。
• 受信したメールの FROM: ヘッダーが [管理] > [全般設定] > [メールの送信元] での設定内容と異なる場合はプロジェクトのメール プロジェクト設定が設定されているかを確認します。これはグローバル設定をオーバーライドします。

Jira アプリケーションから重複した通知メールが送信されている

• Check the atlassian-jira-outgoing-mail.log file to see if any SMTP timeouts are occurring, as in our Outbound mail fails to send in Jira server due to read timed out error KB article. Jira applications may successfully communicate with the mail server, send the email, and then time out while waiting for the response. As the SMTP server has not received a successful response, it will attempt to resend emails until it receives them.
• If you have any third-party mail apps, please disable them and retest the behavior to see if the problem can be isolated further.
• Check if, in addition to the seeded post-function from the "Create" transition, a third-party app triggers the "Issue created" event. Remove the "Issue Created" event trigger from the third-party app if that's the case.
• Check the notification scheme to see if it contains a mailing list. If it uses a mailing list and another notification item, such as Assignee, and the assignee is also within the mailing list, Jira applications can't identify the users and will send duplicate notifications.

フィルター購読の通知が送信されない

If you're using a custom priority icon and the priority column is visible in your filter, the same issue above may be occurring with filter subscriptions.

破損した優先度アイコンを持つ課題が 1 つ以上フィルターに含まれる場合、そのフィルターの通知は送信されません。 

トラブルシューティングの全般的なヒント

• The Notification Helper tool can help understand why a Jira notification was not sent to a specific user, from a specific Jira issue, and for a specific event:

  • This tool is located on the page ⚙ > System > Notification Helper

  • このツールは、特定のユーザーが特定のイベントで通知を受け取れるかどうかを確認するのに役立ちます。

  •  Note that this tool only checks if the user is eligible to receive the notification but does not guarantee that the user will receive it (since other parameters will come into play)
  • When using this tool, make sure to test the affected user along with the affected Jira ticket and the event for which this user did not receive a notification
• Reviewing your Jira application logs will help you narrow down the problem. Often, the problem exists in the mail server, and a Google search of the error from the logs can help you identify the cause.
• The Mail Queue (under ⚙ > System > Mail Queue) can give you a general idea of how many emails are generated.
• ⚙ > [システム]> [ログとプロファイル] に移動して次のデバッグ パッケージを有効化すると、Jira のログ ファイルでさらに多くのデバッグ情報が得られます。
  • [送信メールのログを有効化] をクリック
    • Then, underneath that, Click Enable Debugging
  • [別のパッケージのログ レベルを設定] をクリック
    • パッケージ名として com.atlassian.jira.serviceを使い、"ログ レベル" として "DEBUG" を選択
    • com.atlassian.jira.plugins.inform.batching.cron.BatchNotificationJob で同じ手順を繰り返す
  • Remember to turn these off once the problem is resolved, as they can increase the overhead on server hosting, potentially cause performance degradation, and consume HDD space.
• For more detailed logging (display the message headers and protocol details), see Logging email protocols.
  • Logging email protocols is not recommended in most cases because it requires a Jira restart, and it adds logs at the Java Mail Library, which is highly verbose, will flood the log files and make them rotate very quickly.