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One user/agent is not receiving email notifications...!

One of our JIRA Service Management user (avsupport@analyticvue.com) not receiving email notifications when assigned or actions happened on the tickets.

1 answer

0 votes

Hi @AnalyticVue welcome to the Atlassian Community!

Is that user by any chance also the Reporter of the issue?

Thank you Dave for quick response...!

No the user is not the REPORTER...!

Dave Mathijs Community Leader Nov 28, 2022

Ok, then I have a few other questions:

  • When the issue is assigned to someone else, does that user receive an e-mail notification?
  • Does the user AV Support receive other notifications or no notifications at all?
  • Has the user AV Support ever received notifications or never?
  • What are the profile notification settings for this user?
  • When the issue is assigned to someone else, does that user receive an e-mail notification? YES... Assigned to an individual user... they are able to receive the email notifications.
  • Does the user AV Support receive other notifications or no notifications at all? NO NOTIFICATIONS AT ALL
  • Has the user AV Support ever received notifications or never? INITIALLY YES... RECEIVED WELCOME & PASSWORD RESET EMAILS, BUT TICKET RELATED EMAILS....NO...!
  • What are the profile notification settings for this user? 
    >> Email notifications for issue activity - Send me email notifications
    >> Get email updates for issue activity when:
    You're watching the issue - YES
    You're the reporter - YES
    You're the assignee for the issue - YES
    Someone mentions you -YES
    You make changes to the issue - NO
    Note: Btw... the mentioned EMAIL ID is a group email ID.

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