Ticket owner cant recieve any email when ticket was changed

[Marco Betzner]

Hello together,

since a couple of weeks my teammate cant recieve any emails when his ticket was changed for example a new comment was made.

The bell is working if changes were made.

I am also admin and i tested if he can recieve emails overall it works fine. I also took a look into his notifications scheme of his projects. Every observer, the owner and author getting emails.

Other people in same project getting e-mails he not.

Anyone has a clue what could be wrong?

We are using the cloud.

[Angélica Luz]

Hi Marco,

Thank you for reaching out to Atlassian Community!
Just for us to better understand and help you with this issue, I'll make some questions:
Is he receiving emails when the ticket is created or closed?
Is he member of any other project? If so, does he receive notification for tickets in another project?
You mentioned the ticket owner, I would like to clarify if he is assignee or reporter.
Is this happening on all tickets or it's a specific one?

Regards,
Angélica

[Marco Betzner]

Hello Angélica,

"Is he receiving emails when the ticket is created or closed?"

No, he doesnt.

"Is he member of any other project? If so, does he receive notification for tickets in another project?"

Yes, he is member of another project and he is getting notifications with emails.

"You mentioned the ticket owner, I would like to clarify if he is assignee or reporter."

All three with this problem are not the author of the ticket only the assigned people.

"Is this happening on all tickets or it's a specific one?"

Happens to all tickets.

At first i thought it is only one person but this problem is relating to three. We have a project with a bit more than 10 peoples. Only three of them dont recive any e-mail although all in project have the same roles excluded the admin. The other ones are not devs and at the most times author of tickets. So it seems that only assigned people of a ticket have this issue.

Thx for helping me.

[Angélica Luz]

Hi Marco,

Can you please confirm if the are also watching the tickets?

Also, make sure to whitelist our domains and IPs, so we can confirm that there is nothing blocking the emails to be sent:

Allow these domains for Atlassian Cloud and related services:

https://*.atl-paas.net

https://*.atlassian.com

https://*.atlassian.io

https://*.atlassian.net

https://*.jira.com

https://ajax.googleapis.com

https://cdnjs.cloudflare.com

The current IP address ranges you need to allow are:

104.192.136.0/21 

131.103.26.0/23 

131.103.26.0/24 

131.103.27.0/24 

131.103.29.0/24 

165.254.226.0/23 

165.254.226.0/24 

165.254.227.0/24 

131.103.28.0/24 

185.166.140.0/22

[Marco Betzner]

Hi Angelica,

it took a bit more time to answering your questions because i had to talk with differents departments of my company.

Our security and network team told me we dont have any whitelist. If anything will blocked by our security, it is sending automatically an e-mail to us containing the blocked IP or link etc. Also our blacklist doesnt have any record about your posted domains or IPs.

And yes i can confirm both are watching the tickets.

[Angélica Luz]

Hi Marco,

I saw that some domains had some bounces and I was able to remove it. Some of the errors were related to:

550: 550 5.2.0 mailbox unavailable.

SG-BLOCK - Thu Sep 21 14:26:44 2017 - Connection timed out

550: 550 REJECTED - Recipient Verify Failed - ... Found

Please, let us know if the users are able to receive emails.

[Marco Betzner]

It works!

Thank you a lot! 

:-D

[Marco Betzner]

One of my admins asked me if you are using a blacklist for single accounts? He is wondering why only three of 200 users did not recieve any emails.

[Angélica Luz]

Awesome! I’m glad that it’s working now.

We don’t have any blacklist. Sometimes, when the email is very new, this issue can happen, but as per the errors, it was something on the email that blocked our emails to be received.