Can't receive email from one particular co-worker

[Li Wang]

Hi, I can receive email notifications from other people when they tag me in a ticket, but not from one particular coworker. What the reason might be? 

[Petter Gonçalves]

Hello @Li Wang

Welcome to the Atlassian Community. Sorry to see you are facing this problem.

Please, provide us with the information below so we can properly troubleshoot the issue and confirm we are on the same page:

1. Can you please confirm if you receive notifications if any other coworker mentions you in the exact same ticket that you didn't receive any notifications about previously? 
2. Are you able to access the ticket where you got mentioned?
3. Can you confirm if the mention is properly set with your user? When you click in the mention, are you redirected to your profile?
4. Can you confirm if any other users receive notifications when mentioned by your coworker? It is possible that your coworker is configured with a corrupted avatar, so please ask your Jira Admin to run the steps of the documentation below to diagnose and fix the problem:
   Mention/Share notification not sent to any users when a certain/specific user is triggering the event 
5. Logged as a project admin, check if there is an empty Recipient against one of the Notification Events on the Notification Scheme page of the project related to the issue

Let us know the results of the steps above.

[Li Wang]

Here are my answers:

1. Yes, I can receive email notifications from any other coworkers in the exact same ticket.
2. Yes, i can access the ticket.
3. Yes, i have checked that my setting is correct.
4. No, i know at least one another user have the same issue that she can't receive email notification from the particular coworker.
5. i don't think i can log on as a project admin.

[Petter Gonçalves]

Hello @Li Wang

Thank you for the details.

Per your description, I believe the problem root cause might be relying on the steps 4 or 5, so we suggest you contact your site-admin to properly check those steps and apply the instructions of the documentation provided.

Let us know the results your site-admin got while checking those steps.