e-mail notification cannot send to the watchers

Question

Dear support team,

The e-mail notifications have not arrived since today around 11 am.

All participants and requesters did not receive any notifications.

Has something changed in JIRA?
What option should we check? Please give me the advice to recover the notifications.

Best regards,

Misako Igawa

Daniel Ebers · Answer

Hi @Misako Igawa

there is not a lot left to be checked - but are you using probably "Issue Security" so (at least a part of) the watchers are prevented from seeing the particular issues?
If so, also a mail would not be sent out as they could not gain access anyway.

A double check could also be executed using the "notification helper" from Jira Admin Helpers:
https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

As a site admin you can use it to diagnose if from Jira's perspective the mail goes out or not.

Regards,
Daniel

Misako Igawa · Answer

Hi Dirk

Thank you for your advice. I will contact Support.

Best regards,

Misako Igawa

Dirk Ronsmans · Answer

Hi @Misako Igawa ,

On Cloud there is not a whole lot you can check regarding emails.

Are you using the build in email address or one of your own?

If you can't see any clear cause, best to launch a support call with the official support team:

https://support.atlassian.com/contact