Troubleshooting missing email notifications for user mentions in Jira and JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
In Jira Cloud, users mentioned with @ tags should receive email notifications. However, there are cases where they don't. This article will explore a few causes.
Cause
Emily mentions Robert in a Jira work item, but Robert does not receive an email notification. If a user does not receive an email after being mentioned, consider the following potential causes: the mentioned user's email notification settings, any suppression of the recipient's email address, and whether the person who created the mention has the "Browse Users and Groups" global permission.
Solution
As a troubleshooting measure, please ensure Robert's inbox accepts emails from other email addresses (including those with domains different from Robert's). Additionally, be sure to check Spam and other inbox folders (Notifications, etc.).
Scenario 1: Personal settings:
If Robert has disabled his email notifications, he won't receive any email alerts from Jira Cloud, including those for mentions. Here's how Robert can check and adjust his email notification settings:
Robert should log in to the Jira Cloud site, where Emily mentioned him.
Select the Cog on the top right and select Notification Settings.
Under the Default notifications section, he should ensure that "You’re mentioned on a work item" option is selected for Email notification
Scenario 2: Emails to Robert's Email Address Got Suppressed
If emails to Robert's email address were suppressed, he would not receive any emails from Jira.
In this case, please contact Atlassian Support to get Robert's email address unsuspended.
Scenario 3: Emily doesn't have the Browse Users and Groups global permission
If Emily does not have the Browse Users and Groups global permission, she won't be able to trigger email notifications for Robert when she mentions him.The permission check applies to the person making the mention, not to the project permission of the person being mentioned. Here's how Site Admin or Jira Admin can grant Emily the necessary permission:
Log in to the Jira site in question.
Choose ⚙️ > System.
Select Global Permissions.
Scroll to the bottom of the page to find the Add Permission section.
Select the Browse Users and Groups in the Permission dropdown.
In the Group dropdown list, either:
select the group Emily is a member of
select Anyone to grant permission to users who aren't logged in (not recommended)
If you wish to add Emily to a group that already grants Browse Users and Groups global permission:
Check that group's name in your Jira site under ⚙️ > System > Global Permissions.
As a Site Admin, log in to your Atlassian Admin Hub and select your organization if you have more than one.
Select the site's name and URL to open the Admin for that site, then select Groups (or select Directory > Groups).
Select the group that you want to add users to.
Select Add group members and search for the users you want to add.
Select Add users.
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