My user not receiving notification e-mails: am I in the suppression list ?

Fabien Lydoire February 9, 2024

Hello Community 👋🏻!

Very much like https://community.atlassian.com/t5/Jira-Software-questions/One-user-not-receiving-notifications/qaq-p/1498084., I noticed that I do not receive Jira notification e-mails from my instance.

I'm currently developing a Forge Application which makes use of the Jira REST API to send notification for issue. Works for all users except mine.

I checked the spam folder, the mail settings.
I triggered updates using another user to get notified.
I used the "Send mail" feature from my instance System settings and picked a group I'm in : everyone except me received the notification.

I therefore suspect I'm somehow excluded from the Jira Cloud e-mail sending scheme.

Questions:

  • Can someone from Atlassian check if my e-mail ended up in the suppression list and remove it from the list if applicable ?
  • If my mail ID ended up in the suppression list, can we get a documentation about why this is happening ?
  • Is there a way for an admin of an instance to fix the notifications without Atlassian support ?

Thanks for your support and clarifications !

2 answers

0 votes
Igor Medeiros - Modus Create February 21, 2024

Hi @Fabien Lydoire 

This is Igor from Modus Create and I believe that our app Notification Assistant for Jira can solve this problem for you.

Our documentation is available at https://atlasauthority.atlassian.net/wiki/spaces/NAFJC/overview.

Feel free to get in touch with our team!

0 votes
RMahajan
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 12, 2024

Hi @Fabien Lydoire ,

If you are not receiving Jira notifications and suspect that your email may be on the suppression list, you can take the following steps:

1. Check Your Email Notification Preferences:

  • Log in to your Jira instance.
  • Go to your user profile settings.
  • Check the email notification preferences to ensure that you have not inadvertently disabled notifications for the relevant events.

2. Verify Email Address:

  • Make sure that the email address associated with your Jira account is correct. Check for any typos or mistakes.

3. Check the Suppression List:

  • Unfortunately, as of my knowledge Atlassian doesn't provide a direct way for users or administrators to check or modify the email suppression list. This list is typically managed by Atlassian Support.

4. Contact Atlassian Support:

  • Reach out to Atlassian Support by creating a support request through the Atlassian Support Portal.
  • Explain the issue, mentioning that you suspect your email may be on the suppression list and request assistance.

5. Review Jira Cloud Audit Logs:

  • Jira administrators can review the audit logs to see if there are any error messages or issues related to email notifications.

6. Temporarily Change Email Address:

  • Consider temporarily changing your Jira account email address to a different one (if possible), and check if notifications are delivered to the new address. This can help identify if the issue is specific to your email address.

You can also check this documentation to understand why the email ID ended up in the suppression list -https://confluence.atlassian.com/jirakb/jira-cloud-email-notification-suppression-list-and-why-users-don-t-receive-email-notification-1236938226.html 

Hope it will help!


Regards,
RMahajan

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events