have question. our jira just stopped send email for alram.

서생일 April 15, 2024

hey guys .

I have some issue with jira system.

our jira system doesn't send email.    this was working until two weeks ago.

the curious thing is that a few users, maybe one or two, do receive emails.

However, the dozens of other users do not, not even the verification emails for changing their email settings.

can you check our system's  sending mail logs?

I really wanna know what's happend.

we already checked  personal  settings for alram and it was ok.

and  we never changed other setting.     

2 answers

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Bo Zhao
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April 15, 2024

Heya @서생일 

Welcome to the community.

I had pretty much the same issue years ago where suddenly some of the users in the Org were not able to receive Jira emails anymore.

After a few back and forth with Jira support engineers, I discovered (although not officially confirmed) that Jira/Atlassian has an internal system in place that blocks potentially spoofed emails. Our user was blocked by Jira because too many previous Jira emails were bounced back. 

We had to fix the bouncing issue from our mail server, contact Jira support to unblock those users and Jira notification emails are coming back again~

I'd suggest reaching out to Jira support regarding the user's email. It may help you identify the cause.

서생일 April 15, 2024

@Trudy Claspill  can you check this article?  I think we have same problem with Zhao.

 

@Bo Zhao Thanks a lot for trying help.  I wish your solution work on our case :)   hava a good one. 

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Trudy Claspill
Community Leader
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April 15, 2024

Hello @서생일 

Welcome to the Atlassian community.

Is the email domain of the user that do not receive emails the same as the email domain of the users that do receive emails?

If any users are receiving emails from your Jira instance, then the problem is not related to the instance being capable of sending emails.

Have you confirmed that the Notifications are configured so that email would be sent to the users? 

Have you confirmed that events are occurring that would trigger Notifications to send emails to the users?

Have the users made sure that their personal settings have the option enabled for "All emails for issue activity" and they have some or all activities in the Email column enabled?

Screenshot 2024-04-15 at 6.36.02 PM.png

 

Have the user checked the Junk/Spam email folder in their email client?

서생일 April 15, 2024

first of all,  those user's emails have same domain.

XXXX@thkc.co.kr  is our company's email address.

and we already checked that personal settings.   

it has beed dong good before 2 weeks ago. 

suddenly stoped working.     every user's personal setting has not changed.

so I ask  email send logs if you can check.

plz help 

 

서생일 April 15, 2024

bellow is my current alarm setting.

and I tested every issue change include  mentioned me.

 

ccccc.png

Trudy Claspill
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 15, 2024

It is possible that individual email addresses have gotten blacklisted on the Atlassian systems that manage email for the Cloud instances.

An administrator for your Jira instance or your Atlassian Cloud Organization should open a support case directly with Atlassian support and supply a list of the email addresses that stopped receiving emails.

A support case can be opened at https://support.atlassian.com/contact/#/

Note that you posted your question in a user community. Most of the people that participate here are not employees of Atlassian. We are users of our own Atlassian systems. We can only make suggestions to help you debug your problem which may involve contacting your internal support team and Atlassian 's support team.

Like 서생일 likes this
서생일 April 18, 2024

@Trudy Claspill thanks.  problerm solved with that link :)     it was return mail issue.   one of our member has gone ,  and email also gone. but  still his email set as project manager.  so jira sent  email to that address and got return messages same as sent.  :)  

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 18, 2024

I'm glad I was able to help you find the solution.

If my responses helped you solve your problem, please consider clicking on the Accept Answer button.

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