Some users not receiving email notification

[Lucia Guzman]

I had a user that has not received jira notifications lately but he is assigned to the tickets. can we check why this is happening?

steps to reproduce are:

1. create a jira ticket

2. fill in the fields

3. for field Assignee, change from Automatic to actual user Name

4. submit jira ticket

actual result: actual user does NOT get email notification

expected result: actual user SHOULD get email notification

[Lucia Guzman · Accepted solution]

i found my issue after investigating. the Workflow to the project had a Post Function that all tickets going to some other user. and i think it was contradicting with the project's rule to have a Default Assignee which resulted no one getting email notifications.

[Uche · Accepted solution]

Hi @Lucia Guzman 

Has the user double checked they do not have any mailbox rules set up or confirmed that their jira notifications are not going into their junk folder?

If not check with your companies IT support as it could possibly be an issue with the users mailbox itself

[Lucia Guzman]

thank you for this!

[Andy Heinzer]

Hi @Lucia Guzman 

It is possible that this user's email address was inactive for a period of time, that Atlassian's email system would have received a bounce message from the destination SMTP server.  When this happens, we add that email address to an internal suppression list from Atlassian's side in order to prevent addition invalid messages from being sent there.

In cases like this, I'd recommend that you create a support case by going to https://support.atlassian.com/contact for this site in question and include the user's email address in the details of the ticket explaining that they are not receiving email from our service.  Our support team can remove an address from this list.  I can see you are a site-admin so this is something you can do.

For other users that cannot create support cases there, you are still welcome to report this problem within Community and we can try to review these requests as we come across them.

Andy