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One of our users is not receiving notifications

Harrison Plowright

Hello,

I have a colleague who is on our Jira site, although they are set up in the same way as everyone else in the office, the email entered is correct and notification settings are correct, they do not receive any of the emails notifying them to alerts in Jira?

Please help, thank you

Harrison

Accepted answers

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Liam Green

Hi @Harrison Plowright

Welcome to the Community!

Have you checked the notification helper to see if there are any issues?

The below link will take you to a guide on how to locate the notification helper:

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

Let me know how you get on.

Regards, Liam

Sramanth Pandeti_yd9k36

Hi @Harrison Plowright Welcome to the Atlassian Community!

Please validate the following :

1) Can you check if the notification scheme in the project has the user listed in the form of roles/groups/ also individual users.

2) Please ask the user to check their personal settings ( Profile pic (top right) -> personal settings ) and check all the email notifications. (screenshot below)

Screen Shot 2020-09-17 at 11.22.23 AM.png

3) Can you also check if the user's email account is set up to receive external emails (E.g. from Atlassian).

Harrison Plowright

Hi @Liam Green

Thank you!

I did look at this but the user does not have a specific issue or notification type which this is occurring with. It is across the whole site, so I was unsure on how to proceed?

Thanks

Jonny Adams

Hi @Harrison Plowright , as mentioned in this post it is possible that that specific user email is blocked in the Jira server email, so I would encourage you to open a ticket with Atlassian Support for further help.

Harrison Plowright

@Sramanth Pandeti

Hello! Thank you!

I have checked all these things and from my own knowledge this all seems set up correctly there is no difference between myself and the way the user is set up.

So I am unsure on why this is happening?

Thanks again

Harrison

Harrison Plowright

Hi @Liam Green

I've just had a look at this and when I try a random task for example that the user has been assigned something it shows she is not getting notifications (attached screen shot user is emmeline)

but when I try a different user (hannah wood) who is set up the same it shows she is receiving the notifications.

Let me know what you think I can do,

Thanks

Screenshot 2020-09-17 at 16.50.30.png Screenshot 2020-09-17 at 16.47.50.png

Harrison Plowright

Hi @Jonny Adams

I will do, thank you. When I put technical issue / bug it points me here though.

Which category should I put this under?

Thank you

Liam Green

Hi @Harrison Plowright

The two examples above are from different projects - what happens when you run the example using the same issue reference for Emmeline as Hannah?

Could you also test other users in the 'Experts' project?

Regards, Liam

John Funk

This is probably the answer. You must be a Jira Administrator to submit the request though.

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