Some users not receiving email notification

[William McCullie]

We appear to have some users that don't receive email notifications when they are assigned issues.

Only occurs with some users and not all.

How Can I fix this?

[Trudy Claspill · Accepted solution]

Hello @William McCullie 

You need to start by diagnosing why they don't receive the notifications.

Do the receive notifications for other types of events from Jira?

Try using the Notification Helper to confirm that Jira is configured to send emails to those users.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[William McCullie]

Thanks Trudy

The Notification helper did not resolve this issue.

Thanks

[Trudy Claspill]

What did you enter for options in the Notification Helper? What results did you get?

It doesn't "solve" the problem. It only provides information to help you diagnose the problem.

If the Notification Helper indicates that the users should be receiving the notifications when assigned to an issue in the specified project, then my next question would be are the users receiving any notifications at all from Jira?

If they are not, then their email addresses may have gotten blacklisted on the Atlassian side. If that is the case then you would need to open a support case with Atlassian Support to get their emails whitelisted.

https://support.atlassian.com/contact/#/

[Ollie Guan_携程_ · Accepted solution]

Hi @William McCullie ,

user can control whether Jira sends email notifications when certain activities occur on issues.

https://confluence.atlassian.com/jirasoftwarecloud/manage-your-jira-personal-settings-952598541.html

[William McCullie]

This looks all ok to me and the users in question.