Agent doesn't receive mail notifications

Allert-Jan Veldman

Hi,

One of the agents from our Servicedesk doesn't receive any mail notifications. The issue is only specific to him within the project. He is only receiving notifications from Confluence. Followed the suggested sollutions in https://community.atlassian.com/t5/Jira-Service-Management/Not-receiving-e-mail-notifications/qaq-p/1301559
This didn't solve the issue

Also when i tag the specific agent, he doesn't receive the notification in the mail. He does receive it in Jira SD

Angélica Luz

Hello @Allert-Jan Veldman,

Thank you for reaching out to Atlassian Community!

I saw that you created a ticket with our support, but while they don’t answer, I would like to give you a suggestion about the issue.

When an agent doesn’t receive notifications, the most common cause is that they are in the role of an agent and customer at the same time. 

This means that he is an assignee and also a participant or they are part of an organization. 

Since you already checked that because it’s the issue mentioned on the thread you linked here and that’s not the case, the other cause can be a bounce associated with his email.

I saw that you added his email address on the ticket, so I went ahead and confirmed that indeed was a bounce:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [HE1EUR01FT014.eop-EUR01.prod.protection.outlook.com]

I removed this bounce and the notifications should work again.

Please, take your time to test and let us know if it works.

Kind regards,
Angélica