What would stop an agent from getting notified when mentioned in an internal note?

[Jason Gorman]

I have one agent on my team that reports that he does not get an email notification when mentioned, as  in @Team Member Abdel_NAME, in the "Add internal note" dialog box. His user account can be found in the dialog box and the mention does not return any sort of error. It is simply sent and not received. How could I go about troubleshooting this failure?

[Jason Gorman · Accepted solution]

The issue was identified and corrected by Atlassian Cloud Support. Our company email server or spam filter had tagged messages sent to this agent from JSM with error 554.

[Dirk Ronsmans]

Hey @Jason Gorman ,

A user can actually opt out of notifications themselves. I'd suggest taking a look at their profile -> notifications to see if they maybe turned off the emails.

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

[Jason Gorman]

That was a very prompt response, Dirk, thank you. Are you suggesting that I can see another agent's user profile settings, or that I have them have a look?

[Dirk Ronsmans]

Normally you don't have access to their profile (as it is an atlassian id). So you will have to ask them to take a look at their profile.

Just ask they can choose to personally turn it off, you cannot turn it on for them sadly.

[Jason Gorman]

Very good, I will follow up with the agent, thank you.