No recibe notificaciones

[john jairo jimenez rey]

Good afternoon

 At the moment I require your help, because a user within one of the JIRA projects is not receiving notifications, through the notification inspector it is observed that the person has permission to receive notifications. Similarly, in the notifications scheme, I have the current assignee, which means that every time the person receives the notification, the email is correctly found within the profile. Likewise, it is related to receive the changes of the same and neither the notification emails arrive, as the last one is revised so that the user in the different folder options in the mail and neither SPAM nor in others arrive.

I remain attentive to your prompt help

[Angélica Luz]

Hi John,

Just for us to better understand and help you with this issue, the user that is not receiving notification is the assignee of the ticket?
What type of notification are they not receiving?
Is it happening on all new tickets?
When did this issue start? Were there any changes to the notification scheme?
Also, this assignee has the correct permissions to receive the notification?

Regards,
Angélica

[john jairo jimenez rey]

Hi Angelica Thanks for you answer,

Not at this time the person who does not receive the notifications is one of the people who is licensed and is operator of the incidents that arrive, no type of notification is receiving of what manages. With all the incidents is happening, since the operator began to receive incidents never received notifications. There is no change in the notifications; What's more, there are 2 people on my team with the same profiles of him and these 2 people if they receive notifications but he does not. As I tried to explain if at the time I checked that it was with permissions, in the scheme it appears that it is current assignee then it should be enabled in the profile of this person is the mail correctly. Something more than I can do.

[Angélica Luz]

Hi John,

Can you please check in the tickets if this affected assignee is also a participant, watcher, approver, part of an organization or the reporter of the ticket?
If he is the assignee but also one of the options above, the notifications will not work because he will be treated as a customer, so it's important to check if he is indeed only the assignee.

Regards,
Angélica

[john jairo jimenez rey]

Hi Angelica,

Yes he can, check in the tickets if this affected assignee also and participant, watcher, approver, part of an organization, it is assigned as part of the modification equipment, service desk Support.

Thanks for you answer. 

[Angélica Luz]

Hi John,

So, the affected user is the assignee and also one of the options I mentioned?
Can you please test on a ticket to add him only as an assignee and check if he will receive the notifications?

Regards,
Angélica

[john jairo jimenez rey]

Hi Angelica,

He currently has an amount of 1097 tickets assigned but in none of these he receives notification, when he mentions in the cases he does not receive the notification either.

[Angélica Luz]

Hi John,

I understand, but on those tickets is he the assignee and also another collaborator (participant, watcher, approver, part of an organization or reporter)?

Regards,
Angélica

[john jairo jimenez rey]

Hi Angelica,

If he is the one who reports in some cases, he is also a participant sometimes.

Regards, Thanks for you help

[Angélica Luz]

Hi John,

I was about to create a ticket with our support in order to get the user's email address and also tickets that he wasn't receiving notification (since it is private information and we don't ask this kind of information here), but I saw that you already opened and it was resolved.
The email from the user had a bounce, so that's the reason why he was not receiving.

Please, let us know if there is anything else we can help.

Regards,
Angélica