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Not receiving email notifications

My team member is not receiving email notifications to new service tickets added to Queue/ Project.

If someone assigns a ticket to them then they would see an email notification, or else they dont.

All the email notifications permissions have been set up to exactly mirror my settings and I receive all the email notifications.

Can someone please help?

 

3 answers

0 votes
Fazila Ashraf Community Leader May 27, 2021

Hi Pinky 

Could you make use of the notification helper and check whether it hints at the cause?

Diagnose why a user is or is not receiving notifications for an issue:

1. Choose cog > System.
2. Select Notification helper.
Refer to https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications/

Of course, also do check whether the email was filtered by the user's email client rules or in spam folder.. 

0 votes
John Funk Community Leader May 27, 2021

Hi Pinky - is the user receiving other notifications from Jira - like tags in a comment? 

John Funk Community Leader May 28, 2021

Can you run a basic filter that shows the issues in the project? Something like Project = ABC

Do you see issues there? 

Hi Fazila and John, thanks for your help.

1. When I go to notification helper, the issue - Service desk does not even show up when i try finding it - none of the issues from this project shows up and i have checked all permissions but couldnt find anything.

 

2. Yes when someone tags the user they can see the jira, when we assign it to them they get notified too, however when the end user creates a ticket for our service desk they dont see email notification coming through which others (team members) can see.

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