One specific customer is not receiving email notifications when their Jira requests are updated

[Eryn Bernard]

Hi all! 

This morning I had one of our long-standing managers/Jira customers tell me that she has never received notification emails from her +100 requests. We have no other reports of this issue. Our project is set up to notify customers any time a request is updated (comments added, resolution/status changes, etc.) by an agent, and I have confirmed that she does have the customer role in our project. 

This seems like an isolated issue and I'm struggling to find another way to troubleshoot why this issue is only happening with this specific customer. Any thoughts or suggestions would be greatly appreciated!

[Connor · Accepted solution]

Hi @Eryn Bernard it sounds like the JSM project/notifications/email settings are configured correctly as only 1 user is reporting the issue. Just to be certain though take a look through these troubleshooting articles to rule out possible JSM issues.

• https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html
• https://confluence.atlassian.com/jirakb/troubleshooting-request-participant-does-not-receive-customer-notifications-on-a-service-desk-ticket-1115134935.html
• https://confluence.atlassian.com/jirakb/how-to-troubleshoot-issues-with-the-email-channel-973489501.html

If everything looks good on the JSM/Atlassian side of things then I think next steps would be to check for issues on the customer end.

• Were the emails delivered to the customer's Junk/Spam folders?
• Are the emails unexpectedly being caught by any email rules the customer has created? Some possible examples:
  • Redirected to a folder other than Inbox
  • Redirected and marked as read
  • Deleted upon delivery
• Does the customer's organization use email protection systems/services, and if so, are the emails being incorrectly flagged as malicious and deleted/quarantined before delivery to the customer's mailbox?

[Eryn Bernard]

Thank you for your help Connor! The customer did in fact have Outlook rules, that she was unaware of, redirecting the Jira requests.

[Connor]

You're very welcome Eryn, glad I could help :)

[Joseph Chung Yin]

@Eryn Bernard -

Can you confirm if the user in question is either the issue reporter or request issue's requested participants?

By default, when agent updates an issue, the issue reporter and issue requested participants will get the notification.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Eryn Bernard]

Thank you! Yes, the customer in question is the issue reporter in this case. However, she has not received notifications from requests where she's the reporter or where she's added as a participant.

[Joseph Chung Yin]

@Eryn Bernard -

A few things for you to check -

1) Verify that the user's email address associated to her account in your env is valid or not.

2) If it is valid, you should submit a support request to Atlassian Support (https://support.atlassian.com), so they can review the system log for errors against that specific user's account (email address).

3) Ask the user to check with her company's email exchange team to see if there is something that on her end is blocking the email notification due to her company's policy.  Or, ask her to check her email client app to see if she has the notifications filtered in her client app.

Best, Joseph

[Eryn Bernard]

Thank you so much for your help Joseph! The issue has been resolved. :)

[Joseph Chung Yin]

@Eryn Bernard -

You are welcome.  If my suggestions also helped you, please click on Accept answer too when you have a chance.

Best, Joseph