Hello, we have one user who suddenly stopped receiving any email notifications from Jira. We have checked Outlook, set rules on the emails, checked spam filters, settings etc. and the problem doesn't some to be there. Does anyone have any tips on what to check in Jira to make notifications work again?
If one person stops getting email while others still get them, then it is a problem with their email system, not Jira. You'll need to look at the email server logs of incoming email to see what that has done with the email so that it doesn't arrive.
This is the info we got from our internal IT dpt: "We performed a message trace with all the incoming emails from the sender domain and sender address to your email address provided by you, we don't see any emails sent to you from Jira email address. Kindly check with the application owner/Sender end if the email is being blocked at their gateway. We would be able to track email or help you, only when the email hits our gateway."
Then either you have configured Jira to not send them any notifications, or the email address for their account is incorrect.
Check the account has the correct email address, and then pick a notification they should be getting and trace it through the notification scheme for the project it should be from.
Pick on an action that should notify the person that something has happened.
Easiest way to do this is to pick an issue you are sure they should be notified about activity on (ideally one that they don't mind being used for testing this). Go to that issue, then open up the project settings for the project in another window or tab.
In the project settings
That test will send an email to that person. If it does not arrive, then I'm afraid there are only two things left:
The issue is solved! This is the answer I got from the Atlassian Support: "We could see that the user's mail ID was added to the suppression list and we got a 554 error while sending multiple consecutive notifications to the user and this typically means that either the mailbox was not reachable/available or might have had firewall/mail rules that could be blocking it."
I just had to put in a Jira Support ticket because I stopped receiving all notifications out of Jira and Confluence around the end of November. I was not even getting a notification if someone tagged me in a comment. Turns out, they applied a “bounce” to my account after receiving automated replies that were resultant from my having set-up out of office messages while I was on PTO prior to Thanksgiving. I have suggested that this is not a BEST practice as I should not have to have them turn my notifications back on every time I take time off.
Did you check if the user has browse permissions in the project? Do you have any issue security schemes in the project? I believe that Mail Queue feature has been removed in JIRA Cloud.
Is the user not receiving notifications at all or for specific events? Is he receiving notifications from other projects?
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