Some users not receiving notifications for direct mentions

[Bill Glynn]

I've tried everything I can think of and advice from other similar Q&A, but at least 2 people don't receive emails when directly mentioned in a comment on an issue via card. I created an automation to automatically add everyone to every newly created card. The automation works, but they don't get email via direct mention. I added the jira-software-users group to the issue comment event, and that is recognized, but that didn't fix it. I looked up both users via notification helper, it says they should get them, but they don't. Both users have verified that their personal notification preferences are all checked as "on", but that didn't change anything. We are using jira cloud.

Can you help?

[Daniel Tardif Hernandez]

If this is a company-managed project you can review the global permission Browse users and groups  

[Kelley Gray]

We are also having this problem.  Has there been any updates from @Atlassian ?

[Brittany Wispell]

Hey Bill, 

Are other users getting the @ mention emails or is it just 2 users not receiving @ mentions?

If it's just the 2 users then have the users check their preferences within their email account and make sure there are no filters set. 

Let me know if you have any other additional information. :) 

-Brittany

[Bill Glynn]

Hi Brittany,

Just these 2 users. Both have their personal preferences set to receive everything. One used to get them, but that stopped a long time ago (I'm new to the company). The other gets some email from jira, but not the direct mentions. There may be others not getting direct mentions, but some definitely do get them.

Also, I've checked the notification helper, which says that they should both be receiving them on cards I've been using to test send direct notifications.

[Brittany Wispell]

Hey Bill, 

Are the 2 users you mentioned also added as a watcher in the tickets they are @ mentioned in? 

There is a chance that if a user is already involved on a ticket the @ mentioning will not come through. Jira won't send 2 notifications for 1 ticket to the same user. If they are not watchers or participants on the ticket below is a blog on using watchers & @ mentions effectively. There might be some insight on what is happening in your instance. 

Using watchers and @mentions effectively in Jira

-Brittany

[Bill Glynn]

Hi Brittany,

I've tried it both ways, being a watcher and not being a watcher. They told me that they used to get notifications, but about a year ago they stopped getting them. All their personal settings are good (so, not Outlook filtering going on and Jira options all set to "on"). I put Jira into verbose mode where I made everybody on the team a watcher on all newly created cards (via automation) and I set comment settings to notify all jira users in the system. So, everybody under the sun got notifications except the original two folks. I used an automation to trigger an email to these two folks when a particular tag is added to a card and they both received that notification; which implies that their email addresses aren't blocked in some strange way. However, it doesn't eliminate the possibility that when Jira wants to notify them as a watcher or as a mention that it somehow doesn't have the email address or the right email address. Very strange.

[Brittany Wispell]

Hey @Bill Glynn 

Have you checked out and followed some of the recommendations in this article? 

Troubleshooting Notifications 

-Brittany

[Bill Glynn]

Hi @Brittany Wispell 

Yes, nothing in this doc has helped.

Bill

[Gary Nguyen]

Bill,

I'm JIRA admin and some users have the exact problem as you.

Atlassian doesn't have good answer huh?