Single user does not receive notifications

Johannes February 12, 2019

Hello together,

we have the issue that one of our Jira users (User A) does not receive any notifications (when issue was commented, when he gets mentioned,...).

It is working for other users with the same settings/permissions/organization though (User B).

If I check the notification helper for those two users I get the exact same result (both should receive notifications).

In the atlassian-jira-outgoing-mail.log I only see the mails sent out to User B but no info about User A.

There are no exceptions or errors in the atlassian-jira.log.

Do you have any idea on what the issue might be or on how to further investigate? Should I add any packages to the logs?

Thanks a lot!

Johannes

2 answers

1 vote
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 14, 2019

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 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?  What version of Jira is this?  Are you able to reproduce this problem in different Jira projects?   Is this a Jira Service Desk project?

Johannes February 18, 2019

Hi Andrew,

thanks a lot for your response.

After further investigating I saw that for some issues the user receives email notifications when someone comments but not for all. I could not spot a pattern so far.

Could it be that it depends on who created the ticket or on who commented? I don't think it should because I have specifically added this user to "Issue commented" in the notification profile so he should receive the notifications regardless of who commented.

He also set "My Changes" to "Notify Me". The user has the "Browse Project" permission.

There are no entries in the "Error Queue". The issue only applies to this one project.

Cheers!

Johannes February 18, 2019

It seems like for all issues for which the organization is added that this user belongs to he does not receive notifications.

For example for an issue he received notifications when new comments were added but as soon as his organization was added he stopped getting notifications for new comments.

asolou February 21, 2020

@Johannes what do you mean by: for all issues for which the organization is added ??

I have the same issue and trying to figure out what is wrong 

Johannes February 21, 2020

Hi @asolou ,

basically we incorrectly using the Organizations. They are only for customers/ticket reporters but we were using them to group helpdesk members. The system then treats them as customers.

asolou February 21, 2020

aw okay, my problem is that i have 2 users, exactly the same groups, same accesses in jira project, 1 gets the emails the other one doesn't.. any idea ? :/ 

Johannes February 21, 2020

I would probably enable the outgoing mail (debug) log (jira/secure/admin/ViewLogging.jspa), add a comment which both user should receive and then check the log.

asolou February 21, 2020

Thank you very much for the response. it seems that our AD had his email wrong in the end.. :) 

Like Johannes likes this
Rajiv Ranjan February 24, 2021

Hi @asolou

I have the same situation where one user is not receiving any notification from Jira, Looks all good to me from the Jira side Notification scheme, permissions, the User has allowed to "Notify Me" also verify the outgoing test email and log says "Your test message has been sent successfully to 'user.com'.

Kindly let me know what exactly we can verify from AD admin.

Rajiv Ranjan February 24, 2021

Notification helper is also looks goodnotification.JPG

Any comment will be appreciated.

0 votes
Viola Nuwaha May 7, 2024

@Andy HeinzerHaving the same challenge with a teammate. They don't receive Jira, confluence even bit bucket notifications to their email.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 7, 2024

@Viola Nuwaha 

Could you share with me the email address or Atlassian Account ID of that user?  I can't seem to find you as a member of any Bitbucket sites, hence I can't seem to determine who your teammate might be in this case.

Viola Nuwaha May 7, 2024

62f38ef3d49df231b629e868 @Andy Heinzer 
URL is onafriq.atlassian.net

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 7, 2024

@Viola Nuwaha I found there was a suppression on that account.  I have cleared it just now.   You should be able to receive notifications there again now.

Andy

Viola Nuwaha May 8, 2024

62bc270d2b6e4ddba1142c34 @Andy Heinzer for this user as well.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 8, 2024

I have cleared all the users on that domain from our suppression list.

Like Viola Nuwaha likes this
Viola Nuwaha May 8, 2024

Are we able to detect this from our end? Can we see which of our users on the same domain are on a suppression list?

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 8, 2024

Unfortunately, no.  We only maintain about 30 days worth of email logs.  In this case, I did not see a clear SMTP bounce response in the last 30 days for either your account or the other one.  Which likely means something happened more than 30 days ago in which your SMTP server replied with a message that indicated either the inbox was rejecting our sent message, or your inbox was invalid for some reason.   When our system receives such a reply, that account is added to a suppression list on our side to avoid continuing to send messages to an account marked as invalid. 

If we continued to do so, it likely has an increased chance of flagging our system for sending spam, which is something we try to avoid.

If you see an account suddenly not receiving notifications from our Cloud services, please reach out to us right away.  Perhaps with enough time we can learn more about why this is happening.

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