Customer invitations not being received for JSM projects

[Mark Faithfull]

I am testing a new JSM set up, and am configuring the Customers and Organisations for the clients who will use the portal.

When I create the organisation and then try to add a customer to that organisation, they are added to the list of customers, I see the jira floating notification that an email invitation is sent, but no email is received by the customer

Have checked the junk folders etc for the customer and no Jira emails there.

Emails relating to normal Jira activity, such as Resolution confirmation emails are flowing correctly - it is only the customer invitations that are not being sent/ received

Has anyone else experienced this problem?

thanks

Mark

[Joseph Chung Yin · Accepted solution]

@Mark Faithfull -

Welcome to the community.  I would recommend you to contact Atlassian Support (https://support.atlassian.com) as they can access the backend system logs to determine if there are any errors or not.

Another thing you may want to confirm with your customers is that if their network configuration for emails (i.e. Exchange) is blocking the incoming invitation email coming from your JSM site or not. 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.