Emails are not reached recipients

[Eugene Ivaniuk]

Hello,
We have some persons who don't receive emails with answers when we post them in our tickets. The strange thing that some persons with the same email domain receive answers and some not. I've asked the persons who don't receive answer to check their Spam/Junk boxes and they said there are no emails there also.

How can I check some logs or something to understand if the email from Jira was sent and what the status of sending was?

Thanks,
Eugene

[Eugene Ivaniuk · Accepted solution]

Hi all,

The reason why some persons have not received my answers In Jira Service Desk is because these users have not been registered as customers in JSD. So I had to register their emails as JSK known customers.

Regards,
Eugene

[Angélica Luz · Accepted solution]

Hello @Eugene Ivaniuk,

Welcome to Atlassian Community!

I found some bounces on a specific domain on your site and removed it. 

I'm not sure if it was the affected domain, but I removed the bounces anyway.

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuch... - gsmtp

Please, check if they will receive the notifications.

If they don't, feel free to share the domain here so we can search for bounces and blocks. Note: If you don't want to let the information public, you can add here and then edit your comment and remove it. We have access to the history of the comment, so once you remove, we can still see the information in the history.

Regards,
Angélica

[Eugene Ivaniuk]

Hi @Angélica Luz 

The issue is still there.
The email address which don't receive our emails is user@domain.com. On October 6, 2020, 1:29 PM UTC+3 and October 6, 2020, 1:29 PM UTC+3 the answers have been posted using Reply to customer functionality.

Thank you for your help.

Regards,
Eugene

[Angélica Luz]

Thank you, Eugene. 

The email address and the domain don't have any blocks on our side.

I just checked that you created a ticket with our support and the customer was not receiving the notifications because they were not added as a customer in Service Desk. 

For customers to receive notifications they must have access to the project and permission to the ticket as reporter or participant.

If you have any other questions regarding this matter, please let us know.

[Jack Brickey]

Hi Eugene, welcome to the Community. I thought I would jump in and see if I could help by providing some troubleshooting step I might try myself.

• do you know if the problematic users are using the same email client?
• do you happen to be using an email server that you have access to, e.g. O365 so that you could log into the server and see if the email is received from Jira and sent to the customer?
• Is the customer that is not receiving the email the reporter or request participant?
• can you inspect the two customers (one that is successful and one that is not) and see if there is any differences, e.g. one has Site Access and one is purely a JSD customer w/o any site access
• if you have a friendly customer that is having this issue it would be nice to have them work w/ you on troubleshoot. For example, it would be interesting to set up an automation rule to send the customer an email when an issue transitions and see if they receive that email.

[Jack Brickey]

BTW, you cannot access the outgoing email logs, only the incoming. :-(

also I assume this is a Classic JSD not Next-gen?

[Eugene Ivaniuk]

Hi @Jack Brickey

Thank you for you reply.

• do you know if the problematic users are using the same email client?

No, I've asked the problematic user for this.

• do you happen to be using an email server that you have access to, e.g. O365 so that you could log into the server and see if the email is received from Jira and sent to the customer?

No, we don't have any email server between Jira cloud and customer's email server.

• Is the customer that is not receiving the email the reporter or request participant?

Reporter.

• can you inspect the two customers (one that is successful and one that is not) and see if there is any differences, e.g. one has Site Access and one is purely a JSD customer w/o any site access

As I can see, problematic customers are not Jira users at all. So they don't have any access to our Jira. Jira only knows their email address after they send their email to our support email which is registered in Jira. 

• if you have a friendly customer that is having this issue it would be nice to have them work w/ you on troubleshoot. For example, it would be interesting to set up an automation rule to send the customer an email when an issue transitions and see if they receive that email.

I don't know how to do that, but I'll check knowledgebase.

Thank you.

[Manon Soubies-Camy]

Hi @Eugene Ivaniuk,

Which notifications are missing? User mentions, Jira events (issue creation, transition...)? Jira does not send email notifications about your own changes, could it be the issue there?

If only some users are affected and you can't reproduce the issue, the easiest way to fix this is to reach out to Atlassian support. They can check your Cloud email logs to understand what's happening.

Hope this helps,

- Manon

[Eugene Ivaniuk]

Hi @Manon Soubies-Camy,

Jira does not send email notifications about my answers to requester (Reply to customer).

I've tried to make a request to Atlassian support, however, the options the system offers are Explore Community and View Documentation.

Regards,
Eugene