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Users not receiving notifications from a specific user

Jonnathan Castillo

I have an issue where several users are reporting not receiving comment notifications from one specific user. I looked at the notification scheme and there is nothing there to suggest that they shouldn't get the notification and the users fulfill the requirements to get the notifications. I've checked the user and there isn't anything different from them to not trigger the notification. I'm confused why it isn't happening.

To make things much more confusing, on occasion the users report getting the notifications fine.

Anyone know any troubleshooting tips for figuring this out?

Accepted answers

All comments

Bill Sheboy

Hi @Jonnathan Castillo

There could be several causes... For someone you know is not receiving notifications, consider having your Admin check them using the Notification Helper function:

https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

Best regards,

Bill

Tom Lister_fo1j4e

Hi @Jonnathan Castillo

Are you using a Jira Sofware version with the ability to set the comment audience. Is yiu user setting options there?

e.g.

Jonnathan Castillo

We checked this, and the helper says that they should be getting notifications, yet nothing comes in, even when the specific user mentions someone a notification is not sent.

Jonnathan Castillo

No I don't see that option.

Tom Lister_fo1j4e

Ok - not sure in that case

I'd check the email queues for outgoing messages, outgoing emails logs, email address in user profile. I suggest these because we use Amazon SES and get some unexpected problems with bad email addresses.

Craig McManus

I'm having a similar issue. We have a group called notifications - people in that group (3 of us) receive a notification email every time an issue is created, status change, issue is assigned or unassigned, status change or a comment is added.

This works fine except for one user - who has no special attributes on the account - who can post comments but no notification is generated.

Last time a notification came through for this user was 5th March this year, if that helps (Jira changes?)

Deepali Bagul

@Craig McManus were you able to resolve this issue? I am facing exactly the same problem when specific user comments or do any action on the ticket, the assignee, wathchers, mentioned do not get any notification even though the notification scheme configure according. This is not an issue for no other users.

Maree Milne_si1y2n

Hi @Jonnathan Castillo

Did you ever find a resolution for this? We are having the same issue.

Cheers

Maree

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