Jira email notifications not being received.

[Mark Robinson]

Hello, I am able to send a test email from the system and it is received by recipients.  However, general issue edits etc... are not being received by issue watchers or assignees.  Can our domain be checked please?

[Andy Heinzer]

Hi @Mark Robinson I found only a single user on your domain that has had a recent bounce message.   The details of that bounce were:

550 5.4.1 Recipient address rejected: Access denied. [DS2PEPF0000343A.namprd02.prod.outlook.com 2024-07-11T17:22:33.709Z 08DC9E41DFD64308]

This particular error is caused by a setting within Outlook/office365.   We have a guide over in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community  to help prevent this happening again.

I have cleared all suppressions for users that share your email domain, so they should be able to receive new notifications now.

Andy

[Mark Robinson]

Thank you, I will perform some tests to see if this has solved the problem.

[Mark Robinson]

@Andy Heinzer what should I take from the fact that I can send a test email from the Admin section and it is received successfully but issue update notifications are not?

Mark R

[Andy Heinzer]

@Mark Robinson It's not clear to me yet which users are affected here.  It might be better to reach out to our support team in https://support.atlassian.com/contact and create a technical support case where you can share more specific details about the email accounts in question.  It might be a configuration issue, but it could also be a number of other environmental factors at play here.

[Mark Robinson]

@Andy Heinzer thanks, I have contacted technical support and they are launching a deeper investigation.

[Nicolas Grossi]

@Mark Robinson Welcome, could you please review the following information: https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html#:~:text=Email%20notifications%20are%20not%20being%20received%20by%20a%20specific%20group,or%20from%20specific%20Jira%20issues&text=Check%20the%20project%20permissions%20under,to%20which%20the%20issue%20belongs.

Nicolas

[Mark Robinson]

Thank you for providing that link.  The project permissions and user settings look correct.

I wonder if I need to add a corporate domain for email notifications, maybe our network policies no longer permit the emails coming from the Atlassian domain?

[Shawn Doyle - ReleaseTEAM]

I've clicked on the "Request Assistance" button for you.

[Mark Robinson]

thank you