Problème envoi des notifications pour certains utilisateurs

[Quentin Supernant]

Bonjour,

Certains utilisateurs de notre équipe Jira (Free Cloud) ne reçoivent pas les emails qui leur sont envoyés par Jira lorsqu'ils utilisent leur adresse professionnelle (@exceliances.fr). Par contre celà fonctionne avec leur adresse personnelle.

J'ai fiabilisé le domaine et l'envoi des emails en adaptant les DNS et j'ai vérifié que les emails n'étaient pas bloqués par un filtre anti-spam (gestion via Exchange).

Par ailleurs, je reçois pour ma part correctement les emails avec mon adresse pro avec ce même domaine mais je suis le seul avec lequel celà fonctionne.

Leurs comptes est bien configuré pour s'inscrire aux différentes notifications. Ils utilisent leur adresse perso pour le moment : lorsqu'ils demandent de modifier leur adresse email avec leur adresse pro, ils ne recoivent même pas le mail pour confirmer le changement sur leur adresse pro...

Notre support technique a fait les vérifications et ne constate aucun mail bloqué. 

Bref, j'ai l'impression qu'il y a un blocage du côté de l'envoi Jira pour ces adresses, mais je ne comprends pas pourquoi ?

[Mohanraj Thangamuthu · Accepted solution]

Hello, Good day. There are chances few users from your domain have been added to the email suppression list. I have cleared all the emails from your domain. Please check with the users and let me know if you continue to face this issue. 

[Quentin Supernant]

Hello, thanks for your reply.

Everything seems to be OK, thank you for your support !

But how could it be possible ? How an email could be added to the email suppression list ?

[Mohanraj Thangamuthu]

Thanks for the update. If we receive a bounce from a specific user email, then that user email will be added suppression list by the spam protection system. At some point there could have been bounce for few users.

[Stéphane BOUGET]

Hello
I think I have the same problem with my domain @hyperion-group.fr : some users receive emails from Jira, but I don't anymore. I looked at the incoming logs of my SMTP server, the Jira emails did not arrive to my server (but I see some mails for other users).

Can you help me please ?

Regards,

Stéphane.

[Mohanraj Thangamuthu]

Hello Stéphane,

Kindly check with the users again in the next few hrs. I have cleared the given domain. Thanks

[Stéphane BOUGET]

Hello
Thank you for your help and action.
I have a strange behaviour now : I receive some emails, but only if someone else modifies a ticket. If I do a modification, I don't receive the notification.

Until yesterday, I received all notifications when I or someone else modified a ticket.

I didn't modify the settings of the notifications (of the project or for my user), so I don't understand.

Regards,

Stéphane.

[Mohanraj Thangamuthu]

Hello, Thanks for the response. This is part of the recent changes to the notification changes. https://confluence.atlassian.com/cloud/blog/2024/03/atlassian-cloud-changes-feb-26-to-mar-4-2024#:~:text=New%20ways%20to%20manage%20email%20notifications%20from%20Jira

[Stéphane BOUGET]

OK, thank you for this information.

I saw this new screen this morning, I checked every checkboxes for the default notification.

And now I just created a dedicated setting for my project, with all the email notifications activated.

But I still don't receive any mail when I modify a ticket :(

PS: I still check the log of my SMTP server, just to be sure, and I don't see the incoming mail

[Mohanraj Thangamuthu]

Please refer to the community article on the recent change: https://community.atlassian.com/t5/Jira-Software-articles/Take-control-of-your-inbox-with-new-ways-to-manage-Jira/ba-p/2637342

[Stéphane BOUGET]

thank you for your answer.

ok, I will read and write some comments in this article.

Thanks again.

[Barthelemy Monnier]

Hello @Mohanraj Thangamuthu ,

I think I have the same problem with my domain @atecna.fr : some users receive emails from Jira, but I don't anymore.

Can you help me please ?

Regards,

Barth.

[Mohanraj Thangamuthu]

Hello, I have cleared your email domain from my end. You can self serve this from your by following the steps in article : https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

[Barthelemy Monnier]

It's working ! Thanks a lot @Mohanraj Thangamuthu  :)

Noted for later ;)

have a great day.

[nchabane]

Hi @Mohanraj Thangamuthu ,

We are experiencing the same issue with our domain @amanassurance. Emails from Jira are not being received by all users.

[Mohanraj Thangamuthu]

Hello, Good day. Please follow the link to remove the users from suppression list. https://confluence.atlassian.com/jirakb/unsuppress-email-address-in-jira-cloud-software-or-work-management-projects-1456341531.html

[nchabane]

Thank's for your update, but when i click under 

Project Settings > Notifications > Project email audit 

the list is empty .

The notification issue occurs when I extend the initial invitation to the user for accessing my site.

[Mohanraj Thangamuthu]

Got it. Looks like the invitation email is getting into the suppression list. Refer to this link to unsuppress the email's : https://community.atlassian.com/t5/Jira-articles/Unsuppress-invitation-emails-with-one-click/ba-p/2230952

[nchabane]

I'm experiencing the same issue with this link as well. Users are not receiving the invitation notification.

[Mohanraj Thangamuthu]

Hello, Good day. have you tried the steps listed in https://community.atlassian.com/t5/Jira-articles/Unsuppress-invitation-emails-with-one-click/ba-p/2230952 ?

[nchabane]

Also, i have even issue .

[Mohanraj Thangamuthu]

Sorry, I am not following. You are still not receiving invitation email?

If yes, could you share your domain of your email.

[nchabane]

Hello. Yes, when I add a user in admin.atlassian.com and resend the invitation, the user doesn't  receive the email. This is my domain @amanassurance .

have a great day.

[Stevens LEGAC]

Hello @Mohanraj Thangamuthu ,

I think I have the same problem with my domain @sparklane.fr : some users receive emails from Jira, but I don't anymore.

Can you help me please ?

Regards,

[Mohanraj Thangamuthu]

Hello, Please check again now. Thanks

[Emilie COUTANCES]

Hello,

We have the same issue. Could be do the same action for us ? fitnesspark-group

Thanks in advance !

[Emilie COUTANCES]

[Mohanraj Thangamuthu]

Hello, Good day. I have cleared your email domain. Thanks

[Emilie COUTANCES]

Wonderful !! Thank you Mohanraj 

[Mohanraj Thangamuthu]

Thanks!. If this resolves your issue, go ahead and select "Accept Answer". Thanks!

[Stevens LEGAC]

Good morning Mohanraj, I am receiving emails again. Thanks