Not receiving email notifications from JIRA

[abhishek.s-j]

I am not receiving email notifications from JIRA, I did check if there are any rules set in outlook, but there aren't any rules related to this, also I checked with IT team, they said there’s nothing wrong with the account and it’s setup to receive notifications, also I checked across all folders, but could not find these notification emails.

 May I please get any resolution on this.

[Andy Heinzer · Accepted solution]

Hi @abhishek.s-j 

I found the following bounce message sent to your address:

2023-08-15T14:11:25.000Z

1f93f46f-358c-4745-a920-b0b24c2dc37b

bounce

550 5.1.1 User Unknown

As a result of this kind of SMTP bounce reply from your server, our services will suppress future attempts to send notifications to that address when this happens.  I have cleared the suppression from our side, so you should now be able to receive new notifications again.  If this is happening with any regularity to yourself or other members of your domain, this information above should be shared with your mail administrator so that they can investigate from your side as to why your mail server might give that response at that time.

@Valerie Knapp In cases like this, you can add the tag atl-esc to this community post to flag reports like this one to Atlassian Community support team so that we can action these.  Thanks for helping here.

Andy

[abhishek.s-j]

Thank you so much @Andy Heinzer for the resolution. Sure, I shall share this information with our administrators.

[abhishek.s-j]

Hi @Andy Heinzer ,

Here is the update regarding not receiving JIRA email notifications. There were 2 mentions today in JIRA issues assigned to me, yet there were no email notifications received, despite you have cleared suppression from your end.

Would you please look into this issue. 

[Andy Heinzer]

I did perform a clear of the suppression, but I can still see there were additional messages being suppressed after that.  I have tried a different method to clear this now.  Please try again.  If you're still not seeing notifications from your Cloud site, please let me know and I can work with my mail team for a deeper investigation here.

Andy

[abhishek.s-j]

Thanks @Andy Heinzer , Now I am able to receive email notifications for JIRA.

Also just to know, what was the reason behind messages being suppressed repeatedly, also what was the fix you did to clear this ? Wanted to know the possible reason for mail suppression.

[Andy Heinzer]

@abhishek.s-j 

We tried to sent you a message on the date/time of

2023-08-15T14:11:25.000Z

The error message we got back from your mail server was

550 5.1.1 User Unknown

I don't know why your mail server would respond that way, but I have a theory.  When this kind of error happens, we suppress further notifications because otherwise our mail provider is more likely to be accused of sending spam.

I did a terminal search of your DNS MX records:

dig example.com MX

where example.com is your domain name.  This returns the MX records for your domain.  These records have a number before the address of each server/host.  The lowest number is prioritized first.  When the numbers are the same, it's usually an indication of a load balanced approach in which case, both hosts should have the same accounts.

We can't tell which MX record responded on that specific date/time.  But give you have two records with a value of 5 and two records with a value of 10, it seems like there are four possible servers that could have responded to this mail attempt.  If you don't have a mailbox on the server that responded, then that kind of error message will get generated. 

This is something that only your mail admin could determine/fix for you.  Perhaps they can determine which mail server responded based on the date/time and if they know your email address.

Andy

[abhishek.s-j]

Thank you @Andy Heinzer for the clarification!!

[Valerie Knapp]

Hi @abhishek.s-j , welcome to the community and thanks for your question.

Please check, in Jira, your 'Personal settings', here

You might have all the email notifications switched off by default and would need to customize or switch back on the ones you want-

Please check these settings and let us know if this solves the issue.

Cheers

[abhishek.s-j]

Hi @Valerie KnappI checked this and have selected send me email notifications already.

[abhishek.s-j]

So here is my current settings, despite this I am not receiving email notifications from JIRA.

[Valerie Knapp]

Hi @abhishek.s-j , have you performed any actions in Jira for which you should get a notification? Have you checked the notification scheme for the project and what their configurations are?

[abhishek.s-j]

@Valerie Knapp  Yeah, I have JIRA activity, for which I should get notifications, we also tried to test it by creating a JIRA ticket, and despite having a mention at comment section , there were no email notifications for the same, Just there were notifications under bell icon in JIRA dashboard.

[Valerie Knapp]

Hi @abhishek.s-j . I just checked some of the other questions on this same topic.

Are you a Jira admin? If so, please can you check the Notification helper and see if there any clues in there? If you aren't a Jira admin, please can you ask someone in your team to help you with this?

Cheers

[abhishek.s-j]

Hi @Valerie Knapp , I do not have access to JIRA Admin, will check with the team regarding Notification helper, to see If I can get any clues and shall update you here.

[abhishek.s-j]

Thank you @Valerie Knapp for your help and valuable time.