Why is user unable to receive email notifications?

Question

We have confirmed at least 1 user mailbox that is not receiving our email notifications. Have tested this by creating a test ticket, setting the user in question as the "Reporter" so they should get ticket notifications. We then update the tickets with comments "Test A", "Test B" and so on changing the reporter with each comment.

We had all reporter mailboxes open and monitored the incoming email. When my colleague and I were the reporter on the ticket the notifications came through to our mailboxes as you'd expect. When the user in question was the reporter the notification did not come through. We checked their junk / clutter folder, checked their spam settings, added the JIRA response email address as a safe / allowed sender but all to no avail. The only email from this platform they can receive is the initial auto response acknowledging ticket creation when one is raised.

So it seems bizarre this user can receive some but not all email coming from JIRA.

We've now exhausted all our options testing this and are understandably concerned this may be impacting other user mailboxes as well.

Does anyone have any ideas?

Marc Jason Mutuc · Answer

Here's a good reference:

https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html

oli.hall@waterbabies.co.uk · Answer

Hi Marc,

Thanks for your reply.

We have confirmed this detail and of course the user does receive the auto email response acknowledging the ticket creation so this also shows that the email on account is correct.

We've also checked every setting on this users mailbox and they are the same as other users and my own and we all receive notifications without an issue.

I'll check out the notification helper to see if I can see what's happen using this. Do you have a link or this just accessible through the JIRA documentation section?

Do you have any other suggestions?

Thanks

Marc Jason Mutuc · Answer

I'd first check if the email address on the account is really correct.

After that, you can check the Notification Helper to check whether JIRA really sends out the notification. If JIRA does send it out, then you need to look at the email handler settings or the users filters.