Support email not being received by one user in group

Question

One of my users is not receiving emails when a support ticket is opened.

He used to receive them up until last week when his email account was hacked. He has since changed his password and the issue is resolved BUT Jira is still not sending emails to him when support tickets come in.

I've checked all the settings the AI suggested. His email is apparently not being suppressed but it still seems like it is.

Has anyone else had this issue and how did it get resolved?

Igor Medeiros - Modus Create · Answer

Hi @Theresa Jutagir

Adding to Trudy's response, if you are looking for a solution that gives you full control of your notifications including templates, schemas, recipients, and more. I'd like to point to our app Notification Assistant for Jira.

We also support custom SMTP servers, so you can send the notifications directly from your company's domain.

Best,
Igor Medeiros

Trudy P Claspill · Answer

Hello @Theresa Jutagir

I recommend that you open a support case directly with Atlassian. They may have blacklisted the email account, and they would need to undo if that has happened.

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