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Watchers are not getting updates

web-app

Hi

I've got the following scenario. User 1 & 2. User 1 creates an issue. User 2 sees the issue and adds it to their Watch list. User 1 adds a comment.

User 2 receives no updates in their email. I expected User 2 to get an email to say the issue had been updated.

Users 1 & 2 both have nothing selected in their 'Email Alerts' screen, but I understand that these control emails for all issues - not just the ones they're 'watching'.

Questions:

1. Given the above, should User 2 have received an email?

2. When the user sets themselves as a Watcher for an issue, under what conditions would they receive an email? If a comment is added? if the status changes??

Thanks in advance for your help.

MattB
· 1
MattB
Replies (12)
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Users can pick which alerts they receive under the Email Settings link (top right ish) - perhaps this user is set to not receive comment notifications?


Simon@MailboxPro
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Simon@MailboxPro
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Agreed, but the settings in this area relate to all issues in the system - so ticking this would mean they get an email every time any issue has a comment added. I just want them informed when an update is made to an issue they are Watching. Can anybody shed any light on what 'Watching' an issue actually means? ie. Under what situations do they get an email sent to them? Thanks.


MattB
· 1
MattB
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All watchers should receive alerts when issue is changed (commented etc...).
If this does not happen please make sure that the user is a watcher and that the watcher's alert is enabled in the Administration -> Notifications page.


Mark Wing
· 9108
Mark Wing
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Hi Mark. Enable Issue Watchers is set as you describe and the user is a Watcher for an issue I've just added a comment to. No email has been sent.

Still stuck.. Any ideas?


MattB
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MattB
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Are you using the scheduler to batch issues, or the mail plugin?

can you have a look in the IssueAlerts table and see if there is an alert there for the given issue and for that user?


Simon@MailboxPro
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Simon@MailboxPro
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What are you using to send alerts? Are there any errors in the logs?


Saar Cohen
· 5000
Saar Cohen
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Things are looking better - but I'm still confused.

In the Notifications screen, I've ticked "Create" and "Comment" to allow users to select these in their email alerts screen.

I've retried the test (see my original posting) and all works fine now (we get emails). However, when I view the IssueAlerts table I see that records are not being appended to it - even though I'm receiving emails. The last entry in the table is almost exactly one month ago (23/10/09) and doesn't contain the latest email alerts received in my test. I've refreshed the view/re-executed the query and the data remains 'old'. I've looked in the Issues table to check I'm against the right database and can confirm the newly-added issues are present and correct.

So, two questions:

  1. Can you give any ideas why the issueAlerts are not appending in the table - even though I'm getting the emails?

  2. Also - in my test, I don't get any emails when the issue being watched is closed; just when the issue has a comment added. Is this correct? I expected an email to be sent when the issue was closed.


MattB
· 1
MattB
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Oh - I'm using the MailPlugin but am looking to move to the Scheduler when I get this sorted.


MattB
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MattB
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The table will only populate when you use the scheduler service.

As for the watchers not getting emails, you should still get emails regardless of your personal settings.
Is it possible to send your database to support at countersoft dot com?


Mark Wing
· 9108
Mark Wing
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Hi Mark. OK - got your point on the IssueAlert table. That makes sense. Regarding sending the database; could do - but the only thing wrong at the moment is that issue closure doesn't generate an email on issues that are being watched. Is this expected behaviour?


MattB
· 1
MattB
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No, you should get an alert on issue updates (any including closure) if you are watching an issue.


Mark Wing
· 9108
Mark Wing
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OK - I'll get the DBA to back it up / winzip it and I'll send it up to you ASAP. I'll send to support@countersoft.com and mark it for your attention. Thanks.


MattB
· 1
MattB