Agent no longer receiving notification vai email.

[Chris Rooney]

One agent in my service desk project stopped receiving email notifications over a month ago. Before they stopped it was working fine for him for several months. This is the only agent that has this issue.

I made sure he was no longer listed as a customer as well per other Atlassian help documentation but that did not fix the issue. I am also listed as a customer under several organizations and my notifications work, but I'm also the project admin.

I saw in a previous request(link below) that there is a tool to check if the email is bouncing. Any help would be appreciated!

https://community.atlassian.com/t5/Jira-Service-Management/Agent-doesn-t-receive-mail-notifications/qaq-p/1599281

[Mark Segall]

Hi @Chris Rooney - There may be a simple situation here where they inadvertently fat-fingered the link to remove future notifications from their mobile device (I've been guilty of this).  Have them navigate to:

YOURINSTANCE.atlassian.net/secure/ViewPersonalSettings.jspa

Verify that the notification preferences are set appropriately.

[Chris Rooney]

Hi @Mark Segall This was not the issue, his personal setting are the same as mine and have not changed since the issue arose.

Is there anything else that could be checked?

[Mark Segall]

The only other thing I can think of is whether you're using a shared notification scheme and it was changed.  You mentioned that you're an admin.  Maybe you could temporarily make the agent a project admin to test whether they suddenly receive notifications.  If they do, that means there's something going on with the notification scheme for their role.