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Not receiving email notifications

Tobias Leandersson

I know thistopic has been asked many times but I can't find a solution and don't know where to start really.

trying to setup an email automation when changing a specific field in an issue

my global automation get the status success and no email is received. checked the logs for office365(exchange) and there is nothing there.

Accepted answers

All comments

Aaron Pavez _ServiceRocket_

Hi @Tobias Leandersson

To better understand this issue can you:

- Share a screenshot of the automation.

- Can you check with the notification helper?

- Who should be getting notifications?

Regards

John Funk

Hi Tobias - Welcome to the Atlassian Community!

You should submit a support ticket to Atlassian to have them check if your email address is on their suppression list.

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

Tobias Leandersson

See image below

Can't find anything cllaed notification helper.

In this specific automation, the reporter

Skärmbild 2024-09-04 205723.png

Tobias Leandersson

Thank you John, I will contact atlassian.

Is this kind of problem common?

Tobias Leandersson

I have free verision of Jira, can I contact them in some other way to check if my email is on suppression list?

John Funk

Someone will come help you. :-)

Andy Heinzer

Hi @Tobias Leandersson

I understand that you are using a free plan for Jira Cloud and finding that notifications are not being sent out as expected. The most common cause of this is the hard limit that free plan sites have on daily notifications sent (100 messages per day). Once that limit has been reached, the system won't attempt to send any more mail, even if there are events/automations that would normally send out mail.

I can't tell for sure that is what is happening here right now, but it seems likely. More details in What is the Free Jira Cloud plan?

If this problem was only affecting a specific user/email address, then perhaps we can check to see if our Cloud systems are suppressing emails to a specific address. However when I looked up your account, I did not find any suppressions for your address. Feel free to share either the Atlassian Account Id of the user in question (or the email address if you like).

Otherwise the solution is likely going to be to upgrade Jira to a standard plan. This will remove the email notification limit and open up some additional support route options.

Andy

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