Notification is not working for some of our users

[Thanh]

Hey ,
could someone help me and tell me, why some of my colleagues are not getting notifications, if something is updated in the ticket. Even tho they should get a notification per Mail.  A abnormally I noticed is that every user with a mail ending on .de you will get a notification but if you have a .ch ending you won't. Is there a connection to that, even tho they are on the same Mailserver?

[Karyna Tyrnavska _SaaSJet · Accepted solution]

Hi, @Thanh !

I`m not so good in project settings, but I suggest trying an alternative solution Boomerang: Reminders for Jira issue (Cloud).

My team has developed this add-on to control important due dates in Jira. You can set notifications in Jira issue or email.

Use 30-day free trial to make sure that Boomerang meets your needs.

[Thanh]

Thank you. But this is an issue we didnt have in the past. I would like to resolve or atleast restore the way it should have been. Maybe there is a function, where I can add a Mail Domain. Maybe the cause is somewhere there, because of a missing Mail Domain. Any Ideas?

[Thanh]

does anyone know how to find jira mail logs in Jira? and can i add a domain to the "organisation"?

[Trudy Claspill]

Hello @Thanh 

Welcome to the community.

Are you working with Jira Cloud or Jira Server/Data Center?

[Thanh]

As far as i know Atlassian Jira Project Management Software.

[Trudy Claspill]

Hello @Thanh 

Unfortunately that does not answer my question.

I am trying to determine if you are hosting Jira yourself, or if Atlassian is hosting it for you.

Does your URL for Jira include "atlassian.net"? If it does, you are using Jira Cloud. If it does not, you are using Jira Server or Jira Data Center.

If you are using Jira Cloud then I recommend that you open a support ticket with Atlassian to get assistance.

https://support.atlassian.com/contact/

[Thanh]

We are not using Jira cloud as far as i know since we dont include "atlassian.net"

[Trudy Claspill]

See if this article on troubleshooting notifications for Jira Server provides you with tips that help you find the problem.

https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html

[Thanh]

Not really sadly since the queues are empty.

[Trudy Claspill]

There is a section at the bottom of the page that talks about enabling additional logging. Have you tried that, and then generated events that should send mail to those users, and then checked the logs to see if there is additional information available?

What are you using for your email service? Have you contacted the administrators of your email service to see if there is a problem in that area?