Inconstant Email Notifications

[Richard Hughes]

Hi Guy's, we are having some issues with email notifications being inconsistent. One of my team members stopped receiving notifications, we validated that the notifications settings were correct for him with the notification helper. Based on further reading in another community article I removed and re-added the notification permissions on ticket updates for testing, this made no difference. 

Interestingly by changing the email address of the user without notifications, they started receiving notifications again (this was the same mailbox with a new alias).

Within day's, that same user is again experiencing limited notifications and is not receiving notifications based on the default notification profile further validated by using the notification helper. 

As part of testing my own account I can see that I am getting a notification for a mention on one customer (same default notification settings) but not on another, this is with myself being a requested participant in both tickets I am using for testing.

Should we be scrapping the default notification scheme or building one based on that and switching over ? I am not sure of the best approach to get this working in a reliable manor.

Has anyone else had a similar experience and managed to resolve it ?

Thanks in advance, 

[Richard Hughes · Accepted solution]

We deactivated the user that was having an issue, created him a new account with another email alias not previously used. He now receives the notifications as he should.

[Divya Suseelan]

Could you try the options mentioned in the documentation

https://confluence.atlassian.com/jirakb/not-receiving-email-notifications-in-jira-cloud-779160705.html

[Richard Hughes]

Hi @Divya Suseelan, thanks for your response. I can confirm :

1. Outbound email is enabled

2. Project I am testing has a notification scheme - using the default notification scheme

3. Using the helper (screenshot below, validates that the user in question should receive a notification:

Here is an example which validates the user should get a notification e.g when there is a comment for the project in question, any advice on the next steps to troubleshoot this one ?