Specific user doesn't receive JIRA's e-mail notifications

[nico_felice]

Hi,

A specific user on Jira cannot receive email notifications.

I checked in "Notifications Helper" and the notifications are working correctly and are set up correctly (see also my screenshot).

The issue may be similar to: https://community.atlassian.com/t5/Jira-questions/Specific-user-doesn-t-receive-JIRA-s-e-mail-notifications/qaq-p/1696453?

The user has been able to receive emails since 12/2021.

NOTE: Email notification does not work even when the user is tagged to tickets.

Please let me know if any more information is needed.

Thanks,
Nico

[Daniel Eads · Accepted solution]

Hi @nico_felice , welcome to the Community!

I found that particular user you mentioned hasn't been able to receive email from Atlassian since March 7 due to errors returned by Office365 on some mail delivery attempts. I've cleared out the errors on the Atlassian side for this user (and several others) who were placed on our suppression list the same day.

Because of the particular error our mail service received and because your organization uses Office365, we've got an article that will help prevent this from happening in the future. If an Exchange Online admin at your organization (usually someone in IT has this permission) can follow the steps listed on Unblocking Office365 emails for Atlassian Cloud , it will help this condition from happening again in the future.

Cheers,
Daniel

[nico_felice]

Hi @Daniel Eads!

We tested the notifications again and now they work fine!
We have also added the new rule on Office365.

I really appreciate the support and very fast!

Thanks,
Nico