Watcher Email Notification Not working

Question

Hello,

I have a user who is not receiving email notifications for tickets/issues they are Watchers on.  I have checked both Personal notification settings, notification scheme as well as Notification helper..

The user appears to have correct permissions to receive notifications via emails.

Any suggestions?

Thank you

Trudy P Claspill · Accepted Answer

Hello @lapacquah_bryant

Does the user receive any email notifications at all from Jira? If not the user's email may have been blacklisted. In that case you will need to open a support ticket with Atlassian Support to check if that is true and whitelist the user's email address.

Joseph Chung Yin · Accepted Answer

@lapacquah_bryant -

A common mistake is that the specific user may have his/her email filtering setup in his/her email client app - where the notifications are filtered to some locations in his/her email application.  You can check with others who are also watchers of the issues to see if this issue is only related to the specific user or not - while others are getting the notifications without any problem.

Lastly, you can reach out to Atlassian Support (https://support.atlassian.com) where they can access the system logs to determine if there are any issue with the outbound emailing process in the system + your user's email account to determine if the emails are being rejected at the receiving end.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.