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JSM cloud Administrators not receiving notification

Alex Tucker April 2, 2024

When a user submits an issue to one of our JSM service projects, Administrators in that project aren't receiving email notifications from JSM, even though the ticket is listed in the All tickets queue.

I reviewed the configurations for the following pages which look correct.

Any thoughts on how to resolve this?

Notifications page
-go to the Notifications page
-under Notification Type > An issue is created
-Recipients:
All Watchers
Current Assignee
Group (administrators)
Reporter

People page
-go to the People page
3 Administrators are listed

Outgoing Mail
-go to the Outgoing Mail page
-it is Enabled

Email Channel configured
-go to Project Settings
-click Email requests
-under Default email account, the following is listed
odga@lsc.atlassian.net

1 answer

0 votes
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.
April 2, 2024

Hello @Alex Tucker 

Have you had the users review their personal Notifications settings? Click on their avatar and select Notifications. There have been changes to the options available to users to manage their notifications as per this article:

https://community.atlassian.com/t5/Jira-Software-articles/Take-control-of-your-inbox-with-new-ways-to-manage-Jira/ba-p/2637342

Do the users receive any other notifications via email from Jira?

Do the users receive the notifications in the Jira app, under the bell icon?

Alex Tucker April 3, 2024

I'm an Administrator for the JSM service project experiencing the notification issue, & I reviewed the Project and issue notifications page & all of the checkboxes are enabled under the Email column as shown below.

Also, I'm the Administrator for another Project & stopped receiving notifications yesterday when issues are created in that Project.

sshot-14.jpg

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.
April 3, 2024

Do the users receive the notifications in the Jira app, under the bell icon?

- If yes, then that indicates that Jira is configured correctly to send those notifications to the user. If the notifications are not showing up in the app under the bell icon, that indicates that Jira is not configured to send the notifications for those events to the user.

Do the users receive any other notifications via email from Jira?

- If yes, that indicates that the user's  email address is not blacklisted on the Atlassian side.

 

If absolutely no emails are received from Jira, but in-app notifications are still received, then it is likely that the user's email address has been blacklisted by Jira. A Jira Admin, Site Admin, or Organization Admin can open a support case directly with Atlassian to check for that and get it resolved if that is the case.

https://support.atlassian.com/contact/#/

Alex Tucker April 3, 2024

Do the users receive the notifications in the Jira app, under the bell icon?

Yes. When I go to the Notifications Bell icon in a project, & click Watching, I see a list of issues created, but it doesn't display all of the tickets.

=====

Do the users receive any other notifications via email from Jira?

The only email notifications is a Customer Notification which is sent to me after I submit an issue as shown below.

From: Office of Data Governance and Analysis 
Sent: Tuesday, April 2, 2024 6:06 PM
Subject: ODGA-22 Testing notifications to ODGA Help Desk Administrators #2

CAUTION: This email originated from outside LSC. Do not click on links, open attachments, or respond unless you recognize the sender, confirm that the email domain is accurate, and know the content is safe.

—-—-—-—
Reply above this line.
Just confirming that we got your request. We're on it.

Alex Tucker April 4, 2024

This issue was resolved by enabling the Allow emails for issue activity setting on the Your profile and settings page.

Like Trudy Claspill likes this

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
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