User not getting email notifications

[Angel Hernandez]

I have a user that doesn't receive Jira Email notifications no matter what. 

Context:

Currently using Jira Data Center 9.12.10 , Jira Service Management 5.12.10. I take one specific project, created a test ticket and made the reporter the user with the issue, added a comment. 

I get the comment but not the user. 

Steps taken to troubleshoot:

- Reviewed User permissions in Active Directory (removed and re add permissions), synced with AD again. Validated with Permission Helper and compared to mine. All good.

-Check user email using trace and same with mine, added comment in ticket and validated in trace I got the email and user didn't; checked user has no rules, checked junk and spam.

-Check security to see if email is being blocked or if its master suppression list, its not.

-Created automation in Jira to send email directly to user if ticket gets commented on. I got the email but the user didn't.

-Validate in Active Directory the user has the correct email and same in Jira

-Added debugging to the Logging and Profiling section for Outgoing mail and I get similar output but difference at the last part of the log between me and user.

Log: ME and User with Issue as emails (data scrubbing)

2024-07-16 13:52:00,127-0400 DEBUG [] Sending mailitem To='User with Issue' Subject='HD-53258 Jira access issues' From='null' FromName='ME (Jira)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/plain' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@506a42f4' MessageId='null' ExcludeSubjectPrefix=true' anonymous Mail Queue Service [c.atlassian.mail.outgoing] Message was sent with Message-Id <JIRA.312877.1720558958000.27061.1721152320098@Atlassian.JIRA> 2024-07-16

14:14:00,475-0400 DEBUG [] Sending mailitem To='ME' Subject='HD-53258 Jira access issues' From='null' FromName='Randon User (Jira)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/plain' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@68463e3b' MessageId='null' ExcludeSubjectPrefix=true' anonymous Mail Queue Service [c.atlassian.mail.outgoing] Getting transport for protocol [smtp]

Note: Using Microsoft for email, same for mail smtp one single address, Azure VM for Jira server on Prem. 

[Angel Hernandez]

Just to update what the issue ended up being; the email was not set up correctly in the software that controls the spam email, after that was resolved, all emails came in. Thanks for the help with this. Not a Jira issue so thats good.

[Jim Knepley - ReleaseTEAM]

@Angel Hernandez I assume that you're in the same domain as the address of the Jira outbound address. Is that also true of the user with the issue?

You mentioned a message trace being inconclusive, does that mean that the trace shows the message was delivered to the user's mailbox?

[Angel Hernandez]

Yes is the same domain for all. The message was not delivered to the user only to me. In the mail queue you can see two outbound emails but only one gets delivered. 

[Jim Knepley - ReleaseTEAM]

We might be referring to different message traces, I think you're talking about outgoing mail log at System > Logging and profiling.

I'm referring to the one in Microsoft Defender. You might not have access, but your email administrators will be able to get very (VERY!) detailed message delivery traces. The Message-Id should work for them to query.

[Nicolas Grossi]

@Angel Hernandez You might also check the notification scheme associated to the project.

[Angel Hernandez]

I did the user has the same role as me, I even generated a new schema to remove shared schema. Running the permission helper we both have the same permissions and same with notification helper. The only thing that comes to mind is Microsoft blocking that specific email for whatever reason.