@ mentions is not sending emails

Question

Cloud version.  I'm an admin.

I had someone @ mention me in a comment on an open ticket that we all have access to.  The email isn't being sent.  Other users are reporting this issue so I ran tests with my own account.

The Jira Notification Helper doesn't have the option for the @ mention feature, which seems odd.

I see where others have reported this issue historically but no real solution or maybe Jira just fixed something and made it work again.   Any suggestions?

Keri Mason · Accepted Answer

Update. I did check my personal email settings and mentions are selected to receive emails.

Alex Van Vucht_mtgq2e · Accepted Answer

We're also experiencing the same issue. Some @ mentions are working for some, but not for others. All users are on the same domain. All users have confirmed that they have mention notifications enabled in their personal settings. Regular notifications work fine.

This seems like the vagaries of Jira.