Email notification trouble shooting

[William Evans]

I have had several users (Organizations) complain that they are not receiving email notifications when the Jira ticket is updated.  Also, the same complaint from our internal team on occasion. Any tips on troubleshooting this?

[Miguel Ramon]

Hello, @Williams ! Miguel from ServiceRocket over here.

Have you tried troubleshooting with the Notification Helper? You can get to this by going to Jira Settings > Issues > Notification Schemes. From there, click on the notification scheme for which you're having issues with (You can identify which scheme it is by searching for the relevant project where the users aren't getting notifications) and fill out the fields to see if that yields anything:

Please let me know what you discover from there to further look into this!

Regards,

[Jack Brickey]

Hi @William Evans ,

Can you please confirm that these individuals do receive notifications some of the times for the same project. I just want to rule out the possibility that some users never receive a notification or they receive notifications in one project but not another. Assuming a single user in a specific project sometimes receives a notification but at other times does not then it comes down to try to understand what the variable might be. For example, is it possible that they're not receiving notifications for updates that they personally make? Which would be a common works as design behavior assuming they have that turned off in their personal settings.