The user does not always receive notifications when task is assigned.

[Helen Porter]

The user does not always receive notifications when task is assigned.
How can this problem be solved?

[Helen Porter]

Response from Atlassian support:

Note regarding the JIRA version that you are using
Looking into the version of Jira that you are running (Jira 7.3.3), I can say that you are running a rather old version of JIRA which has unfortunately reached its End Of Life status for support.

For this reason, support is only provided on best effort basis, and we will require you to upgrade Jira to a supported version (Jira 7.7.0 higher) to get further assistance in this ticket, or to get support in the future. Jira 8.5.1 is actually the recommended version, since it is the most recent enterprise release version and the most stable version since it contains a lot of bug fixes, some of them improving performance/slowness issues.

Regarding the issue that you reported in this ticket
As explained above, due to the End of Life status of the Jira version you are running, we will only be able to provide you with some pointers regarding this issue until you upgrade Jira to a supported version.

One possible reason why a user does not receive a Jira notification when a Jira ticket is assigned them is the fact that the user does not have the permission to view this ticket. For any user to receive a Jira notification from a ticket, the user needs to have the permission to view this ticket according to the configuration of:

the browse projects permission within the project the ticket belongs to
the security level set in the ticket, if the ticket contains any security level
For this reason, if you are trying to figure out why a user did not receive a notification from a ticket, I highly recommend to use both the Permission helper tool (to check if the user can view the ticket), and the notification helper tool (to check if the user was supposed to receive a notification).

Basically, my recommendation is to run the 2 following test for the example of impacted ticket and user:

Test 1
Go to ⚙ > System > Notification helper
Select an affected user (who did not receive the notification), enter the ticket key in the issue key field, select "Issue Assigned" as the event (or any other event from which no notification was sent), then click on Submit
Test 2
Go to ⚙ > System > Permission helper
Select an affected user, set the issue key, and select "browse projects" as the permission, then click on Submit
These 2 tests should help you identify why the user did not receive a notification.

If none of these 2 tests is conclusive, then I am afraid that you will need to upgrade Jira to a supported version first, before we can continue with the investigation.

[Helen Porter]

All of these testing options have already been carried out. We will update the Jira version.

[John Funk]

Thanks for sticking with it. Maybe after the upgrade they can provide you with a better answer. 

[Helen Porter]

The notification scheme is configured correctly. Notifications come, but not always.

[John Funk]

So, the same user sometimes gets notifications on the same project and sometimes doesn't? Have you checked with your IT staff to make sure they are not getting caught in Spam filters somehow? 

And if nothing there, you probably want to create a support ticket with Atlassian for them to investigate. But you will need the exact examples for which tickets they did not get notifications for. Support can check to see if the email was actually sent from the system or not. 

[Helen Porter]

Yes.
Yes, we checked with our IT staff. The email did not reach the user.
Is there any other way to check why the email did not come?

[John Funk]

It would have to be with Atlassian to see if Jira even sent it. And if not, then get them to help you track down why it didn't send. They are the only ones at this point that will be able to tell you that.  :-(

[Helen Porter]

Thank you for the your time.

[John Funk]

Please post the solution when you get it resolved so we can close this out and there will be an answer for folks who may search on it. 

[John Funk]

Hi Helen - have you check the Notification Scheme attached to the projects that the user is not receiving notifications for? Maybe the scheme does not send them?