Email notification not received by some Service Desk Team members

Jason Ferris

Hello,

Running Jira server on prem. We are on older version 7.8 for Jira. Will be updating in the future here. But, we have a service desk team that some of the users do not receive notifications. I should note this is when new tickets are created for their Service Desk.  The others do, I've used Admin helper for notifications and it is showing they are part of the right group to receive notifications. They should be getting them per the helper. "User1 receives notifications for the 'Issue Created' event" I do not see any emails in inbox at all in Junk or deleted, no rules setup either. I'm stumped here. Can anyone shed some light what to check or a possible fix?

 

Thank you!

Daniel Ebers

Hi @Jason Ferris

this will be hard to diagnose from Community.

In case you control the mail server you could check in log files (I would start on Jira host to see if mails are going out).
On the mail server you (or your system administrator, depending on how work is structured with your company) would need to check server logs if the mail was accepted.
Next step would be to have a closer look into client's configuation - filter rules, a server based spam filter and so on.

Regards,
Daniel