Single user does not receive notifications

Johannes_tk68yh

Hello together,

we have the issue that one of our Jira users (User A) does not receive any notifications (when issue was commented, when he gets mentioned,...).

It is working for other users with the same settings/permissions/organization though (User .

If I check the notification helper for those two users I get the exact same result (both should receive notifications).

In the atlassian-jira-outgoing-mail.log I only see the mails sent out to User B but no info about User A.

There are no exceptions or errors in the atlassian-jira.log.

Do you have any idea on what the issue might be or on how to further investigate? Should I add any packages to the logs?

Thanks a lot!

Johannes

Andy Heinzer

The notification helper is a good utility to use here.  As it seems you have already done this, those results are usually spot on in terms of what Jira is configured to notify on.   So perhaps there is something else happening here.   We do have a KB on troubleshooting notifications that might help here:

Email notifications are not being received by a specific group of people/person

• Check if the My Changes option in the user's profile is Notify Me. The default value for this property for all users can also be set under Administration > User Defaults
  
• Check the project permissions under the project's permission scheme. Users must have Browse Project permission for the project to which the issue belongs. If you're using Issue Security Levels, ensure they are members of any Issue security levels that have been applied to the issue.
• Inspect the Mail Queue under Administration > Mail Queue and see if notifications are being queued. You can adjust the Mail Queue Service interval to a longer period for troubleshooting purposes. Inspect the Error Queue tab for any errors.

If you have done those steps and are still getting stuck here, I'd like to know more about the user's email address.  Is it possible this user has more than one account in Jira?  Perhaps these have different email addresses that might explain the misdirection of notifications.

If that doesn't pan out, I'd be interested to learn more about this setup, such as what kind of smtp server are you using to send messages?  What version of Jira is this?  Are you able to reproduce this problem in different Jira projects?   Is this a Jira Service Desk project?