New users not receiving creation notices

Question

I'm experiencing a strange problem wherein when users are first created in the User Management panel no e-mail is being sent out to the new user notifying them (with a temporary password and link). This only happens with one account, however a different account with the same permissions and access isn't experiencing the problem. Has anyone else seen this before?

Mauro Badii · Answer

Hi Peter,

Have you created a support request at support.atlassian.com?

When a user is created the email is sent by Jira, not by the user, so there is no difference on who creates the user. The email should go out the same way on both times unless the Send Notification Email box is unticked.

Jira sends the email to an email delivery server that accepts the message or rejects it because of several reasons. If it accepts the message, it may still filter it as spam, an it might happen to just some of the emails depending on how frequent emails are received. So it might only allow x emails per minute for example.

Do both users have the same domain? If they don't, one server might be rejecting the emails and the other one is not.

Have you done the test to create the same user with the same email with both admins to confirm that only users created by one admin get sent?

It is not something easy to resolve because there are many factors in play. Feel free to create a support request to get personalised assistance on this one.

Cheers, :)
Mauro

Bruna Griebeler · Answer

Hi Peter,

You've mentioned that this is happening with just one account. But if this is happening also with new users, I would check on the logs for something thrown on the logs at the same time window when you've created the user.

A Warning or an Error message would help us to see if the application is having any problem.

Peter K4 · Answer

They're not getting trapped in the Mail queue.