IT Support desk project inviting customers local domain not getting welcome email

[Craig Florence]

Hello! We have a service project for IT ticketing, but when we go to Customers > Add Customers if we enter our own domain, the email doesn't arrive. If we enter and external domain the email arrives.

How can we troubleshoot this?

[Angélica Luz · Accepted solution]

Hello @Craig Florence,

Welcome to the Atlassian Community!

Checking your domain on our tools, it returned 51 email addresses on the suppression list due to the following errors:

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 

550: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1 https://support.google.com/mail/?p=Disabled... - gsmtp  

I removed the bounces and the notifications should be delivered now.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[Craig Florence]

Hi! Thanks for looking into that for me. I don't think that was the issue. After a lot of troubleshooting and testing I think  the issue is that wen you add Users already set up on Jira with site access etc. as a Customer on a IT Support portal style project, then because Jira recognises their emails as already existing it doesn't send out the welcome email, as with Single Sign on they can access the support portal with their standard Jira accounts, and not a new, separate Customer account.

I hope I explained myself well enough there.

[Angélica Luz]

Hi @Craig Florence,

Thank you for the details, you are correct!

If the account already exists on the site, the “customers” that are actually already users, won’t receive the invitation.

The customer invitation contains a link for them to finish their account creation and existing users won’t need to do that.

There is a feature request suggesting implementing this option:

• Ability to send customer invitation email to user already have a JIRA account

[Craig Florence]

Perfect I will go to that now - I feel it would be useful as not all our users fully understand the capabilities of Jira, so a welcome email prompt is useful to kickstart them.