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Email notifications not sent to a particular technical user in JIRA .

Email notifications not sent to a particular, newly created, technical user in JIRA .

Tried the Outgoing mail-Send a test email feature - not worked.

User is properly added in the Issue Created event notifications scheme, still email did not get triggered when issue is created in that particular project.

User is added in the Browse Project permission scheme.

Other old users who are having the same configurations are getting emails.

Please help. Thanks in advance.

2 answers

Hi @SWAPNIL SRIVASTAV 

 

The notification helper is a good utility to use here.  As it seems you have already done this, those results are usually spot-on in terms of what Jira is configured to notify on.   So perhaps there is something else happening here.   We do have a KB on troubleshooting notifications that might help here:

 

Email notifications are not being received by a specific group of people/person
Check if the My Changes option in the user's profile is Notify Me. The default value for this property for all users can also be set under Administration > User Defaults
Check the project permissions under the project's permission scheme. Users must have Browse Project permission for the project to which the issue belongs. If you're using Issue Security Levels, ensure they are members of any Issue security levels that have been applied to the issue.
Inspect the Mail Queue under Administration > Mail Queue and see if notifications are being queued. You can adjust the Mail Queue Service interval to a longer period for troubleshooting purposes. Inspect the Error Queue tab for any errors.
If you have done those steps and are still getting stuck here, I'd like to know more about the user's email address.  Is it possible this user has more than one account in Jira?  Perhaps these have different email addresses that might explain the misdirection of notifications.

If you have done those steps and are still getting stuck here, I'd like to know more about the user's email address.  Is it possible this user has more than one account in Jira?  Perhaps these have different email addresses that might explain the misdirection of notifications.

If that doesn't pan out, I'd be interested to learn more about this setup, such as what kind of smtp server are you using to send messages?

Hello @PVS  ,

Thanks for the immediate response.

  • Notification Helper: Shows Green go, says, the user should receive emails
  • I tried the user default preference- Notify Me and that also did not work.
  • No Issue Security scheme is added to the project.
  • Immediately after triggering event, I checked the mail queue- Mail for that user is present in the queue and then clears out after a while, does not go to Error Queue
  • Username and user email ID , both are unique in the JIRA instance we are using.
  • There is nothing present in the atlassian-jira.log or atlassian-jira-outgoing-mail.log

But since others are getting emails properly, I guess, there is no problem with the SMTP server configuration but still, I am checking the server configurations, will get back with more details and type of SMTP server.

Regards,

Swapnil

May sound like a silly thing to check, but make sure the user doesn't have any filtering rules on thier mailbox that might be putting the mail into a different folder (spam or otherwise)

Have had many cases (include myself at times) where the user says they didn't get a mail, but it is sitting in some folder due to a mail rules that moves it.

Hi @Andrew Laden ,

Thanks for the response.

Actually, no...Not at all a silly thing to check :D.

I already asked the user to check spam/junk emails. Still no luck.

Best Regards,

Swapnil Srivastav.

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