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Email notification problem for one user

Gürcan Serttas
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Apr 28, 2023

Hello ,


I hope you are well.  We have encountered a problem in Jira ticketing system. User does not receive notifications in any way, which someone has been mentioned, commented, assigned or created a ticket.


We have checked all Jira and gmail settingsand does not seem any permission 

Could you help us about this issue?

KInd Regards.

1 answer

1 vote
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 28, 2023

Hello @Gürcan Serttas 

Welcome to the Atlassian community!

Is the user a customer or a licensed Jira user?

If the user is a licensed Jira user are they also a Service Management Agent for the project?

Have you used the Notification Helper  to confirm that Jira is configured to send emails to that user for actions that have occurred with an issue in that project?

Has the user checked their Personal Settings to ensure they have enabled email notifications?

If all those items have been checked and the user receives no email notifications of any kind from Jira, then it is possible the user's email has gotten blacklisted. You will need to have a Jira Administrator open a support case with Atlassian Support to check that and whitelist the user's email if necessary.

Gürcan Serttas
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Apr 29, 2023

Hello @Trudy Claspill 

Thanks for your answer.

The user is a licensed Jira user and is also a Service Management Agent for the project. We checked the Notification Assistant and everything seems fine.
The user has checked their Personal Settings and the notification is enabled. Also checked other settings.

But the problem still persists and as you suggested, a ticket was created on the subject, but I have no idea why the user might have been added to the blacklist.


Kind Regards.

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