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Jira Email notifications stopped since Monday January 11th 2021

nigel.bannister

Hi guys,

I'm the Jira Administrator, but I am not receiving email notifications on new cases/case updates, new assignees etc since Monday 11th January.

Other colleagues are getting the notifications.

No changes were made to my email settings/rules.

I have checked all notification settings in Jira and they show I should be getting notifications.

Please assist me in checking what the issue could be

Thanks

Accepted answers

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Liam Green

Hi @nigel.bannister

Have you tried the notification helper? If so, what was the outcome?

If you haven't, please see below article on how to use it.

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

Hope that helps,

Regards, Liam

nigel.bannister

Hi Liam, Thanks for the quick response -

Yep- I had used the Notification Helper - and it advises "(User) receives notifications for the 'Issue Created' event"....

:-) Thanks....

Cannot see any reason why this just stopped

Liam Green

Are you receiving any notifications at all from Jira?

nigel.bannister

No- None.

nigel.bannister

Liam,

Response from Atlassian Support.... :-)

Reviewing this ahead, I could find that this is because your email address had been added to the mail suppression list from the backend.

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [DB5EUR01FT036.eop-EUR01.prod.protection.outlook.com]

I do apologize for this inconvenience, however, please note that this can happen when an email from Atlassian is bounced back by the recipient's mailbox server. Any subsequent emails would then automatically get blocked if an email from Jira is not able to reach the user.

Liam Green

Glad to know neither of us had missed anything and it is now sorted!

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