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  5. No Email Notification Sent When Ticket Is Assigned (Despite Correct Notification Settings)

No Email Notification Sent When Ticket Is Assigned (Despite Correct Notification Settings)

Added by Malyadri Reddy 5 days ago


Issue Summary

  • Email server is working (we receive user creation and @mention emails).

  • When a ticket/work package is assigned to a user by an admin, no email notification is received by the assignee. Portal (in-app) notifications work, but no corresponding email is sent.

  • This issue persists even though all relevant notification and aggregation settings are correctly configured.

Settings Verified

(Screenshots attached to this email for reference)

  1. Aggregation: Set to 0 minutes — so notifications are sent immediately, not batched.

  2. Email Reminders: Immediate email for @mentions and personal reminders.

  3. Notification Settings:

    • Global: Notified for all participating actions — Mentioned, Watcher, Assignee, Accountable, Shared.

    • Project-specific: “Assignee” (as well as other participating) notifications are enabled.

    • Non-participating categories are not enabled (as expected).

  4. @mentions emails work, confirming SMTP and outbound emailing aren’t the problem.

  5. Issue is reproducible: Assign user A to a work package by user B. No email is received by user A, but an in-app notification appears.

Steps to Reproduce

  1. Ensure user has all notifications enabled for participating actions (see screenshots).

  2. Admin assigns a ticket/work package to the user.

  3. User does not receive an email, but does get an in-app alert.

  4. @mention notifications still send emails as expected.

What We Expect

  • As per documentation, when a user is assigned to a work package by another user (not a self-assignment), an email should be generated and sent to the assignee.

Environment

  • OpenProject version: 13.21

  • Email delivery: Working for other cases

  • OS: Ubuntu 22.04

  • Apache 2, HTTPS enabled

Attachments

  • Aggregation settings

  • Email reminders settings: even email reminders enabled still I am not getting mai

  • Notification preferences global

  • Notification preferences project-specific

Can you help investigate or confirm if this is a known issue or provide a workaround?

Thank you!


Replies (1)

RE: No Email Notification Sent When Ticket Is Assigned (Despite Correct Notification Settings) - Added by Alexander Stock 4 days ago

Hello Malyadri,

immediate e-mail notifications do not automatically get sent out when someone becomes assignee of a work package. Users can handle this in der own settings for e-mail notifications. There, they can select that they receive an immediate e-mail reminder, when someone @ - mentions them or when they set a personal reminder. [1] They can also de-select these options and would then receive no immediate reminders at all.

All other in-app notifications (e.g. assignee, date alters..) are aggregated and included in a scheduled e-mail reminder which will be send out at a specific time (scheduled by user, see -> [1]). Note: Only unread in-app notifications are inculded in the e-mail reminder.

Tip:

You can set more than just one e-mail reminder per day via the personal email reminders settings. For example, you could let OpenProject send you a reminder (=summary) for all unread in-app notifications each hour of your work day. (See guide -> [1]).

Best,

Alexander

[1] https://www.openproject.org/docs/user-guide/account-settings/#email-reminders

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