I never receive @mention emails - where are the possible places where this is being suppressed?

Question

I've been a Jira user for years, for quite a while I was receiving @mention ("x mentioned you") emails for Jira tickets anytime I was mentioned in a Comment. This was definitely true for issues Reported by Me and for issues I was a Watcher on.

Sometime this year, those emails dried up - I'm still getting notifications for any Issues updated (where I am a Watcher or Reporter), but the emails with "mentioned you" in the Subject stopped getting sent. (I've since searched all my Jira emails for "mentioned you" just in the body, but there's none like that either.)

I have missed many important conversations, and had tickets get blocked for weeks or months, as the colleague who @mentioned me naturally assumed I had received notice and was actively ignoring them. I'd sure like to be a good team player, but this isn't making it easier, as I'm the author of tons of issues and get dozens of Jira emails a day. (And yes, I know about the Summary emails, but that just shifts the problem from "scanning many separate emails" to "scanning a small number of very long & dense emails" - still not productive for me who's buried in Slacks and emails all day)

I've been digging around Community & documentation, and from what I've gathered, the most productive discussions of this same problem all point to this Jira issue:

https://jira.atlassian.com/browse/JRASERVER-41364

This indicates that as of Jira 8.9, even issues in which I'm a Watcher should still cause a separate "mentioned you" email to be delivered to me.

I've confirmed we're on 8.20, so I'm assuming there must be some other condition that causes just the "mentioned you" emails to be suppressed.

I've started wondering about the Notification Schemes applied to the various projects - do these Schemes give our Jira Admins the ability to allow/suppress "mentioned you" emails? I'm not the Jira admin so I can't dig too deep into the settings to see if there's anything hidden (such as disabled options), but what I'm seeing for the relevant projects doesn't appear to have any control over "mentioned you" emails.

I don't see *anything* relevant in my Profile > Preferences - just "Autowatch" and "My Changes" settings that relate to emails.

Does anyone know of any other means for a Jira instance (with few if any plugins - we're pretty cost-conscious 'round these parts) to suppress "mentioned you" emails? Or a URI that I could hit that exposes some "hidden" capability to inspect any deeper email notification settings?

Trudy P Claspill · Answer

Hello Mike,

Thank you for that additional information.

I thought an answer to one of those questions might illuminate a likely root cause, but they do not.

Knowing if any other users are also not receiving emails from mentions might help narrow down the commonalities in the scenarios to point to a likely root cause.

I think this is an issue you will need to escalate to your Jira Admins to have them reach out to Atlassian Support directly.

Mike Lonergan _VMware_ · Answer

Hi @Trudy P Claspill thanks for your insights.

In answer to your clarifying questions:

* I have confirmed access to the issues in which I'm mentioned
* The issues are in Software projects
* In some issues I'm a Watcher or Reporter; in others, I'm neither Watcher, Reporter or Assignee
* I haven't confirmed recently that others receive such "mentioned you" emails, but earlier this year I heard that was working for other colleagues. I'd be happy to do some testing with a few colleagues if that'd be important to figuring out the root cause.

Trudy P Claspill · Answer

Hello @Mike Lonergan _VMware_

Welcome to the Atlassian community.

Notifications Schemes don't control the notifications for mentions.

Have you confirmed that you have access to the issues where you have been mentioned?

Are these issues in Software projects or Service Desk projects?

Are you a Watcher, the Reporter, or the Assignee on the issues?

Do other users receive emails when they are mentioned?