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Documentation Index

Fetch the complete documentation index at: https://docs.raleyapps.com/llms.txt

Use this file to discover all available pages before exploring further.

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Haven’t Received a Notification?

Work through these steps in order before contacting support: Step 1 — Check the Send Audit Go to Apps → Raley Emails Notifications → Send Audit tab. Search by issue key and notification name. If the notification appears with Status = Error, the error description will tell you the cause. Step 2 — Preview the Notification Open the notification configuration and click Preview. Enter a specific issue key. This shows you exactly what the notification would send for that issue — including recipient list and rendered message. If the preview is empty, check your conditions. Step 3 — Test Send Click Test Send and enter your own email address. If you receive it, the configuration is correct and the issue may be with your Jira event setup or conditions. Step 4 — Check Your Email Server Settings
  • If using Raley’s shared mail server: no configuration needed — check your spam folder
  • If using your own SMTP server: go to Settings → Email Server and click Send test message to verify the connection
  • If using Gmail or Office 365 SMTP: switch to OAuth2 authentication — legacy password SMTP is being phased out by these providers
Step 5 — Contact Support If none of the above resolves the issue, contact support with:
  • Your Jira Cloud URL
  • The notification name
  • An affected issue key
  • The approximate date and time the notification should have fired

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Custom SMTP Server Issues

Gmail or Office 365 users: Switch to OAuth2 authentication. Go to Settings → Email Server and select Gmail OAuth2 or Office 365 OAuth2 instead of the legacy password option. Other SMTP providers: Use the Send test message button on the email server settings page to confirm the connection is working. Common failure reasons: wrong port, TLS/SSL mismatch, or incorrect credentials.

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Notifications Not Triggering on Status Changes

Cause 1: Missing post-function in workflow Raley listens for Jira workflow events. If your workflow transition doesn’t fire the right event (e.g., Issue Updated or the specific transition event), Raley won’t trigger. Fix: In Jira, go to Project Settings → Workflows, find the transition, and confirm it has a Fire a generic event post-function configured to fire the event Raley is listening for. Cause 2: JSM request type not assigned For JSM projects, if the issue doesn’t have a Request Type assigned, JSM-specific events may not fire correctly. Fix: Open the issue and confirm it has a Request Type. If it’s an agent-created issue without a customer request type, configure the notification to use standard Jira events instead of JSM-specific ones.

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Notification Fires but Wrong Recipients Receive It

Check your destination configuration. Open the notification and confirm:
  • If using a dynamic recipient (e.g., a custom field), verify the field contains a valid email address on the test issue
  • If using Assignee/Reporter, verify the user’s Jira account has a confirmed email address
  • If using an external email, confirm it’s entered correctly without extra spaces

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Template Rendering Errors

Errors in Velocity template syntax cause the notification to fail. Check the Send Audit for messages like “Template evaluation error.” Common causes:
  • Missing #end for every #if or #foreach
  • Referencing a field that doesn’t exist on the issue type (e.g., $issue.fields.customfield_XXXXX)
  • Unclosed string literals or mismatched brackets
Use Preview with a real issue key to catch rendering errors before the notification goes live.

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Need Help?

When contacting support, include: your Jira Cloud URL, notification name, an affected issue key, and the approximate date/time the notification failed.

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