Some users not receiving email notification

[William McCullie]

We appear to have some users that don't receive email notifications when they are assigned issues.

Only occurs with some users and not all.

How Can I fix this?

[Trudy Claspill · Accepted solution]

Hello @William McCullie 

You need to start by diagnosing why they don't receive the notifications.

Do the receive notifications for other types of events from Jira?

Try using the Notification Helper to confirm that Jira is configured to send emails to those users.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[William McCullie]

Thanks Trudy

The Notification helper did not resolve this issue.

Thanks

[Trudy Claspill]

What did you enter for options in the Notification Helper? What results did you get?

It doesn't "solve" the problem. It only provides information to help you diagnose the problem.

If the Notification Helper indicates that the users should be receiving the notifications when assigned to an issue in the specified project, then my next question would be are the users receiving any notifications at all from Jira?

If they are not, then their email addresses may have gotten blacklisted on the Atlassian side. If that is the case then you would need to open a support case with Atlassian Support to get their emails whitelisted.

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

[Ollie Guan · Accepted solution]

Hi @William McCullie ,

user can control whether Jira sends email notifications when certain activities occur on issues.

https://confluence.atlassian.com/jirasoftwarecloud/manage-your-jira-personal-settings-952598541.html

[William McCullie]

This looks all ok to me and the users in question.

[Thomas Yau]

I'm facing a similar challenge that's currently preventing my project's UAT approval. Could anyone provide guidance or assistance?

[Trudy Claspill]

Hello @Thomas Yau 

Welcome to the Atlassian community.

The Guidelines for this Community recommend that you start a new Question rather than adding to a post more than 6 months old. Click the Ask a question button at the top of the screen to start a new Question. Provide the information about you product, hosting, and subscription type.

Some things you should check are the Notifications configurations.  Confirm that the specified users are included in the recipients that have been specified for the notification. Confirm that the actions that trigger the notifications are actually happening. Are the users getting in-app notifications? Have you had the users check their personal notifications setting to make sure they haven't disabled their notifications.

[Anusha Rutnam]

Just a note here to let everyone know that if a user is not receiving their invite link because their email is on our suppression list, clicking the Resend invite link will unsuppress their email without you needing to contact Support.

Please note you will only see the Resend invite link if the user is unverified (i.e. if they have never logged in before). If you don't see the link, you will need to contact our Support team to have the email unsuppressed.

Note: For existing users, there is one more self-serve tool for unsuppressing the blocked emails of users who are not receiving notifications from either a Jira Software or Jira Work Management project. You can read more on that here.

For more information on this topic in this article: Jira Cloud email notification suppression list and why users don't receive email notification