Not receiving JIRA notifications on outlook

[Angel Fernando Vazquez Ruiz]

I am writing as a Jira  administrator team regarding one of our users who has completely stopped receiving JIRA email notifications. The user has been experiencing this issue since rejoining in August. They are not receiving any notifications including:

• When someone mentions them in tickets
• When tickets are assigned to them
• When status changes occur on their assigned tickets

We have performed the following troubleshooting steps:

1. Verified user's Outlook rules and Junk folder - all clear
2. Checked user's Outlook blocked senders list - empty
3. Reviewed user's JIRA profile notification settings - all appears correct
4. Checked Notification Helper - confirms that the user should receive notifications for JIRA events
5. Tested outgoing mail functionality - successful (see log below)
6. Engaged internal IT Support - they confirmed the email configuration is correct

Technical Details: Outgoing mail test log:

DEBUG: getProvider() returning javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle]
DEBUG SMTP: useEhlo true, useAuth true
DEBUG SMTP: trying to connect to host "xxx", port xxx, isSSL true
220 email-smtp.amazonaws.com ESMTP SimpleEmailService-d-7PR2KF6OE EDXyC10Y7kdCkOFqhVnw
DEBUG SMTP: connected to host "xxx", port: 465
EHLO ip-10-0-18-170.us-west-2.compute.internal
250-xxx
250-8BITMIME
250-AUTH PLAIN LOGIN
250 Ok
DEBUG SMTP: Found extension "8BITMIME", arg ""
DEBUG SMTP: Found extension "AUTH", arg "PLAIN LOGIN"
DEBUG SMTP: Found extension "Ok", arg ""

Additional Information:

• Issue started when the user rejoined in August
• Internal IT Support has verified the configuration and directed him to contact JIRA support

[Radek Dostál · Accepted solution]

This really reads that it has nothing to do with Jira.

Idk the exact status codes there but assuming 2xx is good and you get an email, then Jira works fine, so does the smtp server apparently.

This seems like something to talk about with your exchange/smtp teams. As a Jira admin, you can confirm that Jira hands over the email to SMTP -- as per the log. That's where Jira admin's role typically ends.

If I'm reading this correctly you're using amazon simple email service, I have no idea whether you or others have any management access there to also check the logs from smtp (as in, really, really check the email was sent out to the other person also smtp-wise). No experience with it so I dunno how much control you have over it.

My idea would be to, if possible, also verify from smtp logs that the email was really, truly sent, and lastly engage with your exchange team to confirm the email was delivered to the user (not just "configuration is fine" -- could be filtered out or dropped for other reasons).

I might be a bit off here and there but in general, from what you pasted, this isn't a Jira problem.

[Carlos Garcia Navarro]

Hi @Angel Fernando Vazquez Ruiz ,

Welcome to the Community! If you check Administration-> User Management-> Users  and search for the specific user, does it look as active? Can you try to change the email address for a test?

[Angel Fernando Vazquez Ruiz]

Hi Carlos,

Yes, the User is active.

I have just completed a test by changing the email address to my own, and I successfully received the test email as a notification event with the message "You've been mentioned in a comment".

[Carlos Garcia Navarro]

I agree that this doesn't appear to be a JIRA configuration issue. If you're using Amazon SES for email delivery, it's possible that the user's email address was added to the SES suppression list when they previously left the organization in August. As a test/workaround you could create an email alias and assign it to the user in Jira. But as a fix you could access the suppression list and remove the email address from there.