Only one customer is not receiving email notificaion

[Riki YAMASHITA]

We have added few hundreds of customers and all have received Jira welcome email. Then we have discovered that only one user is not receiving email notification when opening the ticket / add comments. Again, all other users are receiving notifications and I have not done any particular configuration for this user. Any interesting place to check?

[Daniel Ebers]

Hi @Riki YAMASHITA ,

when you say

the server is not receiving nor blocking email from Jira.

it is very likely that the case is like Esther explained - mails will be likely blocked by Cloud infrastructure because of bounces in the past.

Were you able to sort this issue out? Did the support request reveal any blocks in Cloud infrastructure?

Regards,
Daniel

[Esther Strom]

Hi, @Riki YAMASHITA  - there are two common possibilities here. The first is that the emails are being blocked by your customer's email provider. If there are other customers at the same domain who are receiving the notifications, the user having issues should contact their messaging support team to determine if messages from your JSM's email address are being blocked.

The other possibility is that the customer's email address was causing a lot of bounces (i.e. if it didn't exist at the time the invite was sent to them.) When this happens, an address can end up on a blocked list. You'll need to contact Atlassian support and request that they check to see if this particular customer's email is being blocked on the server side.

[Riki YAMASHITA]

Hi Esther,

I've checked the mail flow (M365) but the server is not receiving nor blocking email from Jira. One thing I should address is that this user has received welcome email when registering the account in first place.

Let me contact Atlassian support for email block.