Not Receiving Email Notifications in JIRA Cloud

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Problem

  1. User does not receive email notification for issue updates
  2. User does not receive email notification for certain project updates
  3. User does not receive email notification when an issue is Resolved
  4. User does not receive email notification for all project updates
  5. No emails are being received (System Wide)

Resolution

Confirm Outgoing mail has not been disabled  (Choose > System. Select Mail > Outgoing Mail )

  1. Use the JIRA Notification Helper. The JIRA Notification Helper can help you diagnose why a user isn't receiving email notifications when they should be, or why a user is receiving email notifications when they shouldn't be. This tool is only available to JIRA administrators.
    • To diagnose why a user is or is not receiving notifications for an issue:
        1. View the issue in JIRA.
        2. Click Admin > Notification Helper.
        3. Enter the username of the user.
        4. Click Submit.
    • Tip: You can also access the Notifications Helper via the cog menu for each issue in the issue navigator, or via the 'Gear' icon > Projects > click project > 'Notifications' from the right sidebar > Notification Helper page  


      tip/resting Created with Sketch.

      Keyboard shortcutg + g +start typing 'Notification Helper'


  1. By default JIRA will not send you email notifications about your own changes. To modify this:
    • Choose your user icon at top right of the screen, then choose Profile,
    • Click the pencil icon next to Preferences and set My Changes to "Notify me" (more detail here).
  2. The Resolved transition in the workflow is in conflict with the notification event.
    • Update the Post Function in the workflow to fire the Issue Resolved (System) event in the Notification Scheme.

  3. Check the following:
    1. The project has no Notification Scheme defined 
      • Go to the gear icon > Issues > Notification Schemes from the right sidebar
    2. The user does not have the Browse Projects permission according to the project's permission scheme (more detail here).

      • Either edit the permission scheme to change what roles have this permission or add the user to a group that puts them into an existing role with this permission.

  4. The Notification Scheme is not associated with a Project
    • Click the Actions drop-down menu and choose Use a different scheme (or Select a scheme).
  5. The email sent to comment on an issue also contains an image, typically in footer. The attachment of the image will change the event triggered from 'Issue Commented' to 'Issue Updated'. A workaround is to update the notification scheme to ensure 'Issue Updated' is similar to 'Issue Commented' (more detail here)
    • Considering adding a temporary test account and specify a secondary email account that you can immediately access (gmail, yahoo, hotmail, etc) to see if notifications are received/sent to the secondary account.
    • Work with your local IT contact to verify that spam filtering is not the cause
  6. If these suggestions still do not remedy the problem, create a support ticket at support.atlassian.com in the Cloud Support project.

Please include the following information to the best of your knowledge:

  • Scope of issue (i.e. individual(s), a group, or everyone)
  • When was the last time the notification worked?
  • Name of Project and Permission Scheme
  • Name of at least 1 email recipient in case we need review mail logs
  • The troubleshooting performed so far
  • Attach a screen shot if possible

Related Content

Managing your User Profile

Creating a Notification Scheme

Configuring Issue-level Security

Creating Issues and Comments from Email


Description

This page covers the troubleshooting steps needed to diagnose when email notifications are not being sent.

ProductJira
Last modified on Nov 1, 2018

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