Unsuppress email address in Jira Cloud Software or Work Management projects
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
要約
If a user stops receiving email notifications from Jira Cloud their email address may be on the suppression list.
If the user has a verified account (i.e. they have logged into your Jira instance before) and the suppressed email notifications are being generated by a Jira Software or Jira Work Management project, project admins now have the ability to remove the email address from the suppression list.
The self-service suppression removal feature only exists for notifications generated by Jira Work Management and Jira Software projects.
If you're experiencing issues with email notifications tied to Jira Service Management (JSM) projects, or another Atlassian Cloud product, please contact Atlassian support.
Remove email address from suppression list in a Jira project
As a project administrator:
- Go to the project that the user is expecting to receive notifications from
- Go to Project Settings
- Click Notifications > Project email audit
- Filter for the email address and click Unblock Email
This will remove the user's email from the suppression list and allow for attempts at redelivery.
If the recipient mail server responds with further bounces for this address, the email will be re-added to the suppression list. Please be sure to check with the recipient email server administrators to confirm the reason for the initial bounce has been accounted for.
FAQ
Why was this user's email address on the suppression list?
Most commonly, emails get sent to a mailbox on the recipient server before it's fully ready to accept mails. For more details and other possible causes, please see our article: Users and JSM customers not getting Jira Cloud emails because of bounces.
Do I need to unblock the same user on multiple projects?
No. There is only one suppression list and clicking Unblock email in one project will mean that the user's email will no longer be suppressed anywhere.
After I click "Unblock email", will the user receive the notifications that were sent while their email address was on the suppression list?
No, those notifications will not be resent.
Why don't I see an option to "Unblock email" in some rows of the audit log?
Some logs in the audit show a bounce that did not result in the email address being placed on the suppression list. If there is no Unblock email option for a user, and they are still not receiving notifications, we recommend creating a Support Ticket with us. Please include the affected user's email address and a link to the Jira Software or Jira Work Management project that they expect to receive notifications from.
Can I unblock the emails of users who only have Confluence or Jira Service Management product access?
No, for existing users this feature only exists for Jira Work Management and Jira Software projects. If the user is unverified (i.e. they have never logged in before) you can use the Resend invite link to unblock their email address.
For existing users who are not receiving Jira Service Management, Confluence or Atlassian Cloud Admin (e.g. Reset Password or Verification code) emails, we recommend creating a Support Ticket with us. Please include the affected user's email address and a brief description of the type of notification email that is not coming through.