At-mention notification email is not received

[Bridget Caci]

Hello!

I have a bit of a puzzle regarding the at-mention notification emails.  We are using Jira Service Management Data Center.  I have a project that has most of the customer notifications disabled - only the Request created notification is enabled.  The customers for this project are internal. 

The service desk team will at-mention other team members (who do not have the service desk team role) to ping them for specific comments.  So far, everyone is reporting that they receive the "you've been mentioned" email notification, except for one user.  This is my puzzle.

Troubleshooting:

• We are using Data Center so there is no Notifications option under the User Profile.
• This user has confirmed the email is not filtering into any other email folders.
• This user has Service Desk Customers and View Only roles
• Other ticket reporters have been at mentioned and have advised they have received the email notifications
• Unsuccessful with attempting to recreate error.  I keep getting the notification email like I'm supposed to.
• The Notification Helper says this user should receive notifications

Do you have any additional troubleshooting suggestions?  I'm stumped on where to look next.

I appreciate any advise you can offer.

Thanks!

[Trudy Claspill · Accepted solution]

Hello @Bridget Caci 

Does the user receive any other emails from the Jira instance?

Does the user have more than one account in Jira?

Have you confirmed that Jira has the correct email address in the account used in the at-mention?

Have you checked your email provider/server to confirm that the email is being received there, and to check if it is being blocked or filtered at that level?

[Bridget Caci]

Hi @Trudy Claspill 

I went through your suggestions and: 

Does the user receive any other emails from the Jira instance?

• Yes.  She confirmed she received the Create Ticket email notification, so she is getting other Jira email notifications.

Does the user have more than one account in Jira?

• No. I am a system admin and was able to confirm that she only has one Jira account.

Have you confirmed that Jira has the correct email address in the account used in the at-mention?

• Yes, I confirmed the email address on her Jira account is correct.

Have you checked your email provider/server to confirm that the email is being received there, and to check if it is being blocked or filtered at that level?

• Yes, I confirmed with my IT dept.  They did see where the email was sent to her.

Is there any other troubleshooting you could suggest? 

Honestly, at this point, I think this is an Outlook issue and that she needs to look at her folders and rules.

[Trudy Claspill]

Given that your IT team has confirmed that the email is making it to the email server, I agree that the next steps is having the user look at any rules that may be set up in their email client to move or automatically delete emails.

[Bridget Caci]

Thank you, @Trudy Claspill

I really appreciate your time and assistance!  Hope you have an amazing day!