Not receiving email notifications from certain users

[Tashee Coles]

When specific users make updates to existing tickets or create tickets, email notifications are not received. 

Example- Employee "A" creates a ticket and assigns the ticket to Employee "B" along with adding Employee "B" as a watcher and tagging the user in a comment. Employee "B" does not receive an email notification stating that Employee "A" has made any updates to the task. This is occurring on several project boards and with several users.

However, if Employee 'B" responds to Employee "A"'s ticket, an email notification is received by Employee "A". We have checked to confirm that the issue is within JIRA.

[Trudy Claspill]

Hello @Tashee Coles 

Welcome to the Atlassian community.

Does this only happen with specific users in the "Employee A" group and specific users in the "Employee B" group?

Does it make a difference who is Employee A and who is Employee B? Have you isolated it to happening only based on Employee A, and regardless of who is Employee B?

Is Employee A assigning the ticket to Employee B from within the Create Issue dialog, or after the issue is created? Same question regarding adding Employee B as a Watcher, and regarding tagging Employee B.

What type of project are the issues in?

Software, Service, or Work Management?

Team Managed or Company Managed?

[Tashee Coles]

Thank you for your response.

No, the users do not belong to a specific group.

Yes, we were able to identify that this occurs to Employee "A" regardless of who Employee "B" is. 

Employee "A" is completed both actions. Assigning the ticket to Employe "B" within the create issue dialog as well as after the issue is created with no successful notifications received by Employee "B". This is the same for adding as a watcher and tagging. 

We are working in both Software and Business Projects which are Team managed. 

[Trudy Claspill]

If Employee C executes the exact same actions in the same project with the same issue types as Employee A, are the notifications sent to Employee B?

Do any of the actions taken by Employee A (the actions you specified or other actions) result in any notifications to any user?

[Tashee Coles]

Yes, notifications are received by Employee "B" from Employee "C".

No, there are no notifications received from Employee "A" regardless of the action.

[Trudy Claspill]

I don't think I've ever heard of this type of problem. 

Absences of notifications is usually driven by problems with the notification scheme or by the recipient, which should affect the recipient regardless of who triggers the events in Jira.

At this point I think you need to have your Jira Admins open a support case directly with Atlassian to investigate this. And please post back here what you learn.

https://support.atlassian.com/contact/#/

[Tashee Coles]

Thank you for your assistance. I will open the support ticket now.