I have a user who is not receiving any emails from our JIRA instance

[Ashish Sharma]

Hi there, 

I've collaborated with our IT team to investigate the issue of emails not being received from our JIRA instance for a specific user. They've verified that over the past 90 days, no emails have been received for this user from the JIRA server. I've also confirmed that other users are successfully receiving notifications for the same project, and I've double-checked the affected user's email address to ensure its accuracy.

Could someone assist me in checking if her email address has been added to a suppression list?

Thank you!

Ash

[Trudy Claspill · Accepted solution]

Hello @Ashish Sharma 

Welcome to the Atlassian community.

You have tagged your post as being for Server and for Bitbucket, though you have posted the question in a forum for the Jira product and you say Jira in the content of your post.

You also say "Jira server" in your post.

Can you confirm that you are using a self-hosted version of Jira, and not Jira Cloud? If you are using Jira Cloud then the URL for the system would be similar to 

https://<your-company>.atlassian.net

All Jira Cloud systems have .atlassian.net as part of their URL.

If you are not using Jira Cloud then there is nothing this community can do for you about checking if the user's email is on a suppression list. That would be something happening internally in your environment.

Has the user ever received emails from the Jira instance?

Have your Jira Administrators used the Notification Helper to confirm that the user is set up in such a way that Jira would've tried to send them notifications based on events that have occurred?

https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html

[Ashish Sharma]

@Trudy Thank you for your response. I apologize for not posting correctly in this community. Since we are not utilizing JIRA Cloud, I will coordinate with our internal team for further assistance.

[Trudy Claspill]

There are a lot of things we can help with when you have questions about Jira Server/Data Center, so do keep posting your questions!

If we are able to help we absolutely will!

And it the help you need must come from within your company we will let you know.

[olgap]

@Trudy Claspill ,

We have notification problem for two new accounts. They never got any notification from Jira and Wiki.

We run Jira Datacenter 9.4.10 (Long Term Release) and Wiki v 7.19.3 

Inbox of both fount in Corporate Gmail. we checked Spam/trash/allfolders/filters. All are empty. 

Users have got any other emails as usual. The problem only with notifications from JIRA and WIKI .

Any Idea?

Thank you

[Trudy Claspill]

@olgap 

Do other users in corporate gmail receive notifications?

Have you confirmed that events are happening in Jira and Confluence that should be generating notifications to those users?

Are those users licensed users of the products? Are they able to access the products?

Have you followed the troubleshooting steps in these articles?

https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html

https://confluence.atlassian.com/confkb/mail-troubleshooting-180847235.html

[olgap]

@Trudy Claspill ,

Seems we figured our the problem. For some reason this user account has been bounced by smtp server as spam for all emails form JIRA's side.

Thanks you for your fast responding and best regards.