Email

[IT Helpdesk]

Hi Dear Support team

We have a problem,
usually, we sent email to 'support@volohelpdesk.atlassian.net' and it creates a ticket, and then we get an email, 
But now when we sent an email  it creates a ticket but we don't receive email, our email server is working good, 

Advice for some solution, please.

Thanks and regards.

[IT Helpdesk]

Hi

We have problem with mailing, when our users send email to address support@volohelpdesk.atlassian.net the ticket is not created. In customer portal users can create ticket, but in email address helpdesk@volo.global we don't received notification. Under - project > project settings > notification > Create issue all settings is right, please check what is the problem and let us know.

[IT Helpdesk]

When I said "we " that is mean when someone opens a ticket, our IT team get an email in outlook in this address helpdesk@volo.global, a customer can open a ticket via the portal and send email to 'support@volohelpdesk.atlassian.net' too. 

In notification settings nothing has changed I check already. The problem started one day ago before it was good, 

[Jack Brickey]

You need to check the notifications settings to see if something has changed. When you say "we don't receive email" who is "we" or what role are they in and are they accounted for under - project > project settings > notification > Create issue?

If a customer opens via portal are email notifications sent/received, i.e. is this a 'via email' only issue or portal as well?

[Jack Brickey]

I’m not sure how to direct you at this point. If as you said it just stopped working and nothing changed then I would suggest reaching out to Atlassian support. If you are on cloud they can log in and have a look. If there are any other clues to share please do and I will see if I can help. BTW, did you check with the Notification Helper and see if it indicates that the user should get a notification when issue created?

[IT Helpdesk]

Hi

We have problem with mailing, when our users send email to address support@volohelpdesk.atlassian.net the ticket is not created. In customer portal users can create ticket, but in email address helpdesk@volo.global we don't received notification. Under - project > project settings > notification > Create issue all settings is right, please check what is the problem and let us know.

[Jack Brickey]

@IT Helpdesk, first let me convey that I don’t work for Atlassian and this forum doesn’t equate to Atlassian support. Rather the Community is a user support forum. So I cannot look into your system and investigative nor would you likely want me too. :-)

With that said, it seems you are saying that the Atlassian provided email is working but your custom email is not. Is that correct? Moreover, while the custom email will result in the creation of an issue, notifications associated with that email do not work? This includes: create, comment, etc actions? Have you check junk mailbox by chance? Given that the Atlassian provide email seems to be working and the custom does not I’m suspecting that this might be an issue outside of the application or at least would investigate that. 

P.s. if you want direct Atlassian support you can reach out to them here.