not receiving email notifications from plasmatherm.atlassian.net to HCLTECH email ids

Question

not receiving email notifications from plasmatherm.atlassian.net  to HCLTECH email ids but in notification setting if changed to text format then getting. in HTML format we are not receiving notifications

Tomislav Tobijas · Answer

Hi @Sandeep Karkun ,

As Martin said, it's like 99% that this is due to filtering on your email side rather then Atlassian restrictions or something in that direction 👀 I believe we've even had one same/similar case and issue which was then resolved by the client IT team.

Things IT team could check:

Perform a Message Trace: Search for messages from jira@plasmatherm.atlassian.net to see if the server is accepting the HTML emails but dropping them before they reach your inbox.

Check Spam and Security Filters: HTML emails contain links and formatting that can sometimes trigger higher spam scores or violate advanced threat protection policies.

If the team is still unable to resolve this, your Jira/Atlassian admin can probably reach out to Atlassian Support and ask for their assistance (and to check the backend as well). 🎟️

Cheers,

Tobi

Martin Runge · Answer

Hi @Sandeep Karkun,

Since plain text is arriving but HTML isn’t, it seems that Jira is working fine. It’s likely that the HCLTech mail gateway is filtering out the HTML version, which includes images, links, and tracking from Atlassian domains. I recommend reaching out to the HCLTech mail team to check their quarantine or spam logs for messages from plasmatherm.atlassian.net. They should also consider allowing listing Atlassian’s documented sending IP ranges and domains. In the meantime, keeping the text format as a temporary solution is a good idea until they can make those adjustments.

Servus, Martin