I got 1 user that unable to receive my Jira reply

[Sharul TGM]

Hi, I got 1 user that's unable to receive my Jira ticket reply. I've checked with MS 365 (their email hosting) and they have confirmed nothing is blocked. I'm not sure what's the issue.

sharul

[Angélica Luz]

Hello @Sharul TGM,

Welcome to Atlassian Community!

Checking your domain on our side, I can confirm that there are no blocks, but I'm not sure if the user that is not receiving notifications has an email with the same domain.

Is the user a customer or an internal agent?

If it's a customer, are they reporter or participant of the ticket? 

What type of notification they are not receiving?

Can you please ask the user to confirm if the notifications are on for the desired ticket?

If it's an agent, can you check if they are not the reporter and assignee of the ticket? When someone is set as assignee and reporter they will not receive notifications because, by default, users don't receive updates of their own changes.

If they are not receiving any notifications from Jira, you can ask them to whitelist our domains and IPs. 

• Atlassian cloud IP ranges and domains

Regards,
Angélica