> ## 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.

# Troubleshoot Raley Emails Notifications delivery issues

> Diagnose and fix common Raley Emails Notifications problems: emails not sending, SMTP auth errors, missing recipients, template rendering issues, and bounces.

## 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

***

## 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.

***

## 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.

***

## 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

***

## 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.

***

## Need Help?

* **Service Portal:** [inversionpoint.atlassian.net/servicedesk](https://inversionpoint.atlassian.net/servicedesk/customer/portal/3)
* **Email:** [support@raleyapps.com](mailto:support@raleyapps.com)

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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