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One of our employee is not getting email notification from Jira

Azhar Niaz

Hi Altruists,
One of our employees recently informed us that he is getting any notification in Gmail from Jira. I have checked his notification settings of Projects and Issues. It seems perfectly fine. Attached here: image (1).png

Now, I do not understand why the employee is not getting any notification here. We use Okta for IAM service and Kandji for MDM. All employees are automatically managed centrally. And no one else is facing this issue.

It would be helpful if you could help me find a solution to this issue.

Thank you.

BR,
Azhar Niaz

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Bibek_ikuTeam_

@Azhar Niaz ,

Welcome to the community!

First thing I would look for is if the email are being moved to spam/junk folder.

If the user was getting the emails previously and stopped then it could most likely to to be a change in the mailbox setting itself.

-Bibek

Azhar Niaz

Thank you, @Bibek_ikuTeam_ , for your time.

We already checked the spam folder, and everything is okay here. That is why I am more confused. The employee said he never gets any notification from Jira in Gmail.

~Azhar

Bibek_ikuTeam_

Hmm Strange,

No email for the ticket created/updated by the user himself? check the troubleshooting steps here : https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html

If still having the issue, please raise a ticket with Atlassian Support.

-Bibek

Azhar Niaz

Hi @Bibek_ikuTeam_
Sorry for the late response. We figured out the reason for this issue. For some weird reason, the user's Jira email address was kept on the bounce/suppression list. This occurred because Atlassian's email system couldn't reach the user's mailbox, causing a hard bounce. The suppression list prevents further attempts to send emails to such addresses.
Thank you for your help.

~Azhar

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