New users not receiving creation notices

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?

3 answers

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Maybe the email goes to spam, maybe the email is misspelled, maybe the server receiving the emails consider it spam and blocks it or rejects it, or maybe the server is not sending that particular email for another configuration reason.

If you feel that it needs investigation, feel free to create a support request at support.atlassian.com indicating which email address is having problems and deailing the steps.

Cheers!
Mauro

The mail isn't going to spam, nor is it being misspelled. Addresses are being copy/pasted out of the mail client. It's not a mail server problem either. The issue is that when one administrator account creates a user, that user receives a notice as normal, and when a different account tries the same action (creating a user) no notification is sent.

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

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Peter,

Have you ckecked to see that the Mail Que is being properly flushed?

https://confluence.atlassian.com/display/DOC/The+Mail+Queue

They're not getting trapped in the Mail queue.

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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.

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