Update 4 September 2024

If you think an existing user's email has been placed on the suppression list, and the failed notification was generated by a Jira Software project, you can fix this yourself by using this new feature from within each Jira Software project: Unblock users in Jira with our new unsent email audit.

Problem Definition

Sometimes a message isn't delivered to a customer and it is required to contact Atlassian support to verify what happened. If the message has bounced for some reason and the customer email address entered in a blocking list, only Atlassian is able to see this information and remove the block.

Suggested Solution

Add inside JIRA the option to see all failed notification deliveries, and the reason (nonexistent user, temporary local problem, etc.) and in turn allow Cloud site-admins the ability to remove this block if present.