Users are not receiving e-mail notifications

[Tamara Golovko]

Hi! We've encountered an issue while using the Jira platform. Our users are not receiving e-mail notifications when other users leave comments on a ticket ang tag them.

I've checked the settings in Project settings ->Notifications -> Settings. For the notification type "Someone added a comment", the recipients are set to Reporter, Assignee, All watchers, as required. I also checked General settings. All checkmarks are set under the E-mail column.

Could you please help us resolve this issue?
Thanks!

[Jerrold - Empyra · Accepted solution]

Hi @Tamara Golovko 

We need to check two things:

1. Personal notification settings – Personal settings override project-level configurations for internal notifications.

   • Ask the affected user to check their settings, or log in as the user if you have Org Admin rights to verify on their behalf.

   • To check: go to the global settings icon (top right, beside the profile picture) → Notification settings → Notifications for projects and work items.

   • Under Default notifications, ensure “Changes to comments on work items” is enabled. If unchecked, they won’t receive comment notifications, even when tagged.

   • 

2. Suppressed email address – If the user’s email was suppressed due to bounces or delivery failures, they won’t receive notifications. (This usually won’t be the cause since the users are still receiving other notifications, but it’s worth checking once.)

   • As a project admin, go to Project settings → Notifications → Project email audit.

   • Search for the user’s email, and if it appears, click Unblock Email.

Please check these once and see if it works. If not, let us know and we’ll help you further.

Thank you.

[Tamara Golovko]

Hi Jerrold - Empyra,

I've already checked Personal notification settings.

“Changes to comments on work items” is enabled.  Please see the screenshot attached.

Also, I've visited Project email audit page following this path Project settings → Notifications → Project email audit, and I can see no data here. Please see the screenshot attached.

But I still don't receive any notifications from Jira, when someone leaves a comment on the ticket. It affects other users too.

Please advise what else I can do in this case.

[Tamara Golovko]

Hi!

I don't know how, but the issue is fixed. My question above is no longer valid.

Thanks!