The @mention feature is not sending emails

[Chrystian Soto]

Hello, I'm having a problem with the @mention function. None of the @mention users get an email when mentioned in a ticket or a comment. 

[Alex Van Vucht]

I suspect that Atlassian has been trying to address this bug: [JRACLOUD-78304] Internal mention notification is triggered to customer accounts - Create and track feature requests for Atlassian products.

We use both Jira Service Management and Jira Software. Users in our Jira Software projects have noticed that mentions have stopped working for them over the past week.

I suspect that some sites that have Jira Service Management may have had a "helpful" patch applied which is breaking the Mention feature.

[Anneli Arula]

Hello! 

We are having the same problem. Users do have browse issues permission. 

Regards, 

Anneli

[Bill Sheboy]

Hi @Chrystian Soto 

Welcome to the community!

For this issue, I can think of a couple of issues to check:

• For the people you mention, do they have permission to browse the specific issues?
• Next, ask your admin to check the notification scheme to see if the users can be notified.

Best regards,

Bill

[Chrystian Soto]

Thank you for your help @[deleted] I did review both options, and both are correctly setup. I'm currently reviewing the recipient's email settings since is not all users presenting this issue. it seems that outlook is blocking the notification's emails, sending them into quarantine and is taking a bit longer than expected for the "Quarantined message" to be shown.

I will update this thread with the appropriate solution notes. 

Thank you, have an excellent day, 

Chrystian

[tony.engvall]

Hi it seems we have the same problem.
How did you solve it?

[Keri Mason]

I'm having this problem as well.  It was working but suddenly stopped. 

[Kristina Galyer]

Ditto - it was working and stopped a few days ago.