Single user not receiving notifications but all others do

[John McCloud]

While I've seen others with similar issues here, I could not find any that match my exact (almost default) configuration.

We have 10 users and all 10 are in a group called NOC. Our notification scheme is the default with one change - The NOC group was added to the Issue Created notification. Pretty much everything we have is currently at defaults (we just moved to Jira Service Desk a week ago)

When our monitoring software sends an alert email, it hits a DL that then hits the address that creates a ticket in Jira Service Desk. The Issue gets created and the email to the NOC group flies out to everyone. Except a single person. They DO receive emails when someone manually emails the same DL from above.

I even added her single user to the Issue Created notification to no avail.

We've deleted *all* outlook rules and still nothing.

The Notification Helper thing acts as expected - says she should get the notification because she is in the NOC group.

Any ideas?

[Brant Schroeder]

Do all the users have the same JIRA and JIRA service desk permissions?  Are the users all added as Agents or Collaborators to the service desk?

[John McCloud]

Yes, she is in the same groups as myself (servicedesk-users, servicedesk-administrator). Unsure about the answer to the 2nd question as I've not assigned anyone as either an Agent or Collaborator as far as I know. Just the users put into groups and the custom NOC group.

 

[Brant Schroeder]

On the service desk what are the users and roles settings?

[John McCloud]

We are both in the same groups, both have Jira Service Desk access. For roles (assuming you mean project roles), we both have the same green checkmarks - Administrators, atlassian-addons-project-access and Service Desk Team.

If that's not what you meant, let me know.

[Brant Schroeder]

John - Sorry if I was not clear yesterday.  On the JIRA service desk what are the user and role settings?

[Joel Dennis]

I am having a similar issue. Was a resolution ever found for this?