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One of my customer doesn't receive email notifications

Paul Gautier July 20, 2023

Hi, 

 

One of my customer (louis.duret@mc2i.fr) doesn't receive email notifications from Jira Service Management. Do you have an idea why ?

 

Thank you,

Paul

2 answers

1 vote
Cassie the Jira Mechanic
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 20, 2023

Paul,
A few things to check first:

1. Have you had your user check their personal notification settings? Users sometimes turn these off and simply forget about it.
personal_settings_notifications.JPG

2. If it is a single ticket users can accidentally click "Turn off notifications" on the customer notification email they receive about the ticket or sometimes they accidentally do this on the ticket itself in the portal. You can have them check by going to their ticket to see if the ticket says notifications are on.
notifications_on.JPG
----------------------------------------------------------

Email footer example:
turnoff_notifications.JPG

1 vote
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 20, 2023

Hi Paul,

You will need to open a support ticket with Atlassian to have them check to see if that email address is on a blocked list.

Serge Creator January 17, 2024

Yes I have the issue

Like John Funk likes this
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 18, 2024

Hey @Paul Gautier  - Assuming you got this resolved. What was the solution? 

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