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Mail notification from Jira not working

Aleksandr Ganiyev

Hello everyone,

I have a global issue with Jira service management.

All notification in my project is well but when any issue is assigned to specific person he doesn`t receive email notification and also when any issue is commented, assignee person also doesn`t receive notification.

May be this Global problem with Jira application.

Can someone check it out because this problem started recently.

Thanks in advance.

Accepted answers

Trudy P Claspill

Hello @Aleksandr Ganiyev

Does the user receive any notifications from Jira at all for any issue related activities?

Have you used the Notification Helper to confirm that Jira is properly configured to send a notification for either of those events to that person for an issue in that project?

Have you checked with the user to check their Personal Settings?

Screen Shot 2023-02-09 at 1.05.22 PM.png

Do they have the selection list set to "Send me email notifications"?

Have they checked the box for "You're the assignee for the issue"?

Is the user the Reporter for the issue? Is the user a Watcher on the issue?

All comments

Trudy P Claspill

Hello @Aleksandr Ganiyev

Does the user receive any notifications from Jira at all for any issue related activities?

Have you used the Notification Helper to confirm that Jira is properly configured to send a notification for either of those events to that person for an issue in that project?

Have you checked with the user to check their Personal Settings?

Screen Shot 2023-02-09 at 1.05.22 PM.png

Do they have the selection list set to "Send me email notifications"?

Have they checked the box for "You're the assignee for the issue"?

Is the user the Reporter for the issue? Is the user a Watcher on the issue?

Aleksandr Ganiyev

Hello @Trudy P Claspill

I will try to answer all of your questions.

Does the user receive any notifications from Jira at all for any issue related activities?

In my project all involved person(and also project lead) stopped receive email notification about assignee ticket, comment ticket, change status of ticket for about 2 week.

A little clarifying point:

When Assignee write note "replay to customer" Reporter receives notification by email

But

When Reporter write note "replay to customer" Assignee doesn`t receive notification email

Then

When any ticket assigned to any person - this person doesn`t receive notification by email

Have you used the Notification Helper to confirm that Jira is properly configured to send a notification for either of those events to that person for an issue in that project?

Yes i have used it and results of it you can find on screen below(2 screen)

Have you checked with the user to check their Personal Settings?

I have checked personal setting of all jira involved persons - setting the same as you showed on screen

Do they have the selection list set to "Send me email notifications"?

This function - active

Have they checked the box for "You're the assignee for the issue"?

This notification doesn`t receive

Is the user the Reporter for the issue? Is the user a Watcher on the issue?

N/A

And also i can say one point:

If i as customer(client) write mail from my personal mailbox(gmail) i receive notification like that "Just confirming that we got your request. We're on it."

But

If i as customer(client) write mail from my corporate mailbox(guavapay.com) i doesn`t receive notification like that "Just confirming that we got your request. We're on it."

Also i doesn`t receive any notification about creating new ticket even though in my project i have rules that when any issue is created i must receive notification about it(screen below).

Notification rules.png Assignee notification helper.png Notifications created ticket.png

Trudy P Claspill

Hello @Aleksandr Ganiyev

If nobody is receiving email notification to @guavapay.com email address then it is possible that

1. You email server is rejecting the emails from Atlassian.

2. Your domain has been blacklisted by Atlassian and it is not sending the emails.

Can you confirm with your company's infrastructure/IT team that your email server is not blocking/rejecting the emails from Atlassian?

If you can confirm that, then the next step would be for your Jira Administrators to open a case directly with Atlassian Support to investigate if your email domain has been blacklisted, and resolve the issue on their side.

https://support.atlassian.com/contact/#/

Aleksandr Ganiyev

@Trudy P Claspill Many thanks,

Yes you were right, this is issue with notification was from our email server side.

Our email server blocked these notification.

Now everything is ok, Many thanks for support.

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