Users not receiving notification emails sometimes

[Peter Rufo]

We have hundreds of projects and hundreds of users. A few users this week are reporting that they are not receiving email notifications on tickets when they are assigned or comments are made. All permissions and notifications are correct in the projects. I have triple checked their Outlook for Rules, Junk or sent to other folders and cannot find any there.

The strange one for these users is that they receive a comment notification when the @mention is used for them. If someone does not use the @mention, no notification is sent. These users are on separate projects. 

Appreciate any help.

[Peter Rufo]

Hello Rilwan, 

Thanks for the quick response. Unfortunately, they are missing the notifications when others assign them to the ticket or others make comments on the ticket. 

[Rilwan Ahmed]

Please check my second point in previous comment. 

[Rilwan Ahmed]

Hi @Peter Rufo ,

Welcome to the community !!

1. By default, users will not get notified for their own changes. Ask each users to go to their profile (https://<baseURL>/secure/ViewProfile.jspa) --> Edit Preferences --> Set My Changes to Notify me. 

2. Go to any ticket --> Admin --> Notification helper. 
Check if user will receive notification or not. 

[Peter Rufo]

Notification helper shows all is correct. The errors do not occur on every ticket, just a select few. They have been users for a long time and no previous issues.

[Rilwan Ahmed]

Hi @Peter Rufo , 

Go to Admin settings --> system --> Mail Queue. Check if emails are pending.
Finally check atlassian-jira-outgoing-mail.log to know if there any errors. 
https://confluence.atlassian.com/jirakb/useful-log-files-in-jira-1027120387.html