one of our users does not receive JIRA's mail notifications.

[Natascha Dahl]

Hi, one of our users does not receive JIRA's mail notifications.

E-mail notifications are enabled on the user's JIRA profile.

There is no trace of the mail on our Exchange 365 server.

Could the user be blacklisted somewhere on the JIRA side ?

XXX

Thanks for your answer.

[Andy Heinzer · Accepted solution]

@Natascha Dahl I found multiple users at your domain with a SMTP bounce message of:

550 5.4.1 Recipient address rejected: Access denied. [AM4PEPF00027A61.eurprd04.prod.outlook.com 2023-09-07T14:03:11.030Z 08DBAD03C8034B76]

This particular bounce message will prevent our services from being able to send to those addresses.  I have removed the suppression for all users on your domain just now.  But I expect this will happen again for these users, if nothing else is done. 

I recommend having these users follow the steps in this article: Unblocking Office365 emails for Atlassian Cloud

It contains steps that you can take within Outlook/Office365 to prevent this happening.

[Shalini Pradhan]

Hi @Natascha Dahl 

Greetings of the day! I hope you are doing well :)

You can reach out to our Atlassian support team. There could be chances that the user is in our suppressed list and our team will assist in removing the user from the suppressed list.

Feature Request: JRACLOUD-67264: Email notification stops working without any error indication

I hope this helps. Thank you!

[Bert van Dijk _TMC_nl_]

Hi @Natascha Dahl ,

This is a very specific question. The pre-work you already did. Check the profile and the exchange server.

If you share an issue, does the user then get a notification?

Maybe it is best to contact https://support.atlassian.com for this. Atlassian has also some logging in the background.

[Natascha Dahl]

There is no mails at all from jira to this user, I can see multiple of these cases been resolved before so I just need someone from Atlassian to take her off the block list :) 

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[Bert van Dijk _TMC_nl_]

Hi @Natascha Dahl ,

Then reaching out to the support team (link above), should be the easiest and fastest way. With your premium plan, you have priority support.

[Natascha Dahl]

Thanks!