Email notifications not working for all in our domain

[Michael Schmitz]

No one on my team is any longer getting email notifications when tickets are changed.  Here are my settings (as example):

Email notifications for issue activity = "Send me email notifications"

Get email updates for issue activity when:

You're watching the issue = enabled

You're the reporter = enabled

You're the assignee for the issue = enabled

Someone mentions you = enabled

You make changes to the issue = disabled.

This seems to have started on or about January 22, 2024

Any ideas on what may have changed?

[Andy Heinzer]

Hi @Michael Schmitz 

I took a look at your domain.  I found that your account we are seeing an SMTP response of

550 Administrative prohibition - envelope blocked - https://community.mimecast.com/docs/DOC-1369#550 [gPJmIV1BPvG0HUNfRrnE0Q.us358]

Which indicates that your mail server is blocking email from our IP range of

192.174.81.113 - 192.174.81.126

That IP range are the addresses that have been getting blocked in the past 2-3 days.  Technically our IP range for sending is much larger as documented in IP addresses and domains for Atlassian cloud products: Outbound email it could be the entire 192.174.80.0/20 subnet, among other IP ranges.

I would recommend reaching out to your mail administrator and/or mimecast for additional help here.  Their documentation suggested to delete the blocked sender policy in question per https://community.mimecast.com/s/article/email-security-cloud-gateway-configuring-blocked-sender-policies

[Michael Schmitz]

Thank you @Andy Heinzer - I have forwarded this information to our mail server admin.  I really appreciate you digging this up for me.

[Rudy Holtkamp]

Hi @Michael Schmitz ,

The first thing that comes to mind is, is that somebody changed the notification scheme. So I would suggest to look there first. Project settings > Notifications
If the recipients column is empty or missing relevant recipients, then you know that this is the issue.

Good luck

[Michael Schmitz]

Thanks @Rudy Holtkamp, but I have checked, and they look fine to me

[Rudy Holtkamp]

Maybe someone disabled all email?

[Michael Schmitz]

Our Outgoing Mail is set to Enabled, so this isn't it.