Service Desk Team member stopped receiving issue created notification. Why?

[Daniel Wakabayashi Admin GMail]

I'm using Jira Service Desk in the Cloud.  In my service desk project, I have a custom notification scheme.  The only difference between the default scheme and the custom scheme is the notifications for the Issue Created event.  The "Project Role (Service Desk Team)" notification has been replaced with a "Group (Support Team)" notification.  I have added several people with the Service Desk Team role in my project to the Support Team group and also added the group to my project.

Everybody in the Support Team group receives the Issue Created notification emails but one person.  The Notification Helper indicates the person should be receiving the emails.  The person receives other emails from our Atlassian cloud instance.

I'm stumped.  I'm investigating some possibilities with our corporate email.

But I'm wondering if the behavior of someone not receiving emails from Atlassian Cloud when the Notification Helper thinks they should is a familiar sounding problem to anyone.  Anyone have experience with this?  What was the root cause and solution?

Thank you.

[somethingblue]

Hi Daniel,

There are a couple things you can check on the JIRA side:

• By default JIRA will not send you email notifications about your own changes. To modify this:
  • Choose your user icon at top right of the screen, then choose Profile,
  • Click the pencil icon next to Preferences and set My Changes to "Notify me" (more detail here).
• The Resolved transition in the workflow is in conflict with the notification event.

  • Update the Post Function in the workflow to fire the Issue Resolved (System) event in the Notification Scheme.

• Check the following:
  1. The project has no Notification Scheme defined 
     • Go to the gear icon > Issues > Notification Schemes from the right sidebar

  2. The user does not have the Browse Projects permission according to the project's permission scheme (more detail here).

     • Either edit the permission scheme to change what roles have this permission or add the user to a group that puts them into an existing role with this permission.

  3. The email sent to comment on an issue also contains an image, typically in footer. The attachment of the image will change the event triggered from 'Issue Commented' to 'Issue Updated'. A workaround is to update the notification scheme to ensure 'Issue Updated' is similar to 'Issue Commented' (more detail here)
     • Considering adding a temporary test account and specify a secondary email account that you can immediately access (gmail, yahoo, hotmail, etc) to see if notifications are received/sent to the secondary account.
     • Work with your local IT contact to verify that spam filtering is not the cause

If none of those suggestions help please check with your IT team to see if there is something on the user's end or in their mail rules causing this behavior.

Cheers,

Branden