Email notification not received by some Service Desk Team members

[marie]

Hi, 

On JIRA service desk cloud, we struggle with email notification settings. 

On a classic service desk project, all users are added, with the same role (service desk team). 

Some of them stopped receiving the notifications and we can't figure out why nor how to fix. The only common point they have is that they have an email address that did not work for a few days a month ago.

I went to system / admin helper / permission helper and it says there that they are receiving the notification. 

Other Service Desk Team users are receiving the notifications just fine.

Any clue on where to look / what to do?

Thank you

[Angélica Luz · Accepted solution]

Hi Marie,

Welcome to Atlassian Community!

I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is closed, feel free to share the resolution here to help other community members that may have the same question.

Regards,
Angélica