Incoming and outgoing emails from service desk no longer working!!

[Jean Robins]

Can anyone help please?

Our clients have notified us that they are not receiving emails sent from our service desk. It now looks though we are not receiving emails from clients when they have been replying to our emails from service desk.

Is there a way that we can check if incoming and outgoing emails are actually going anywhere?

How do we fix it so that it works again? Last email that we can see as successfully incoming is the 28th of March. Last successful outgoing message is unknown.

[Carlos Garcia Navarro · Accepted solution]

Hi Jean,

I'm sorry this is happening.  Did you try the Admin helper? https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

[Carlos Garcia Navarro]

In case you haven't seen these yet, maybe these posts can help:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Email-Requests-in-Service-Desk-not-working/qaq-p/625134

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Email-Requests-in-Service-Desk-not-working-v2/qaq-p/638922#U638936

[Jean Robins]

Hi Carlos, 

I don't have access to the admin helper. If I click on the JIRA symbol it just takes me to my dashboard.

Jean

[Carlos Garcia Navarro]

Jira Administrators should have access to the helper... Can you ask a Jira Admin to check it? I think it could provide good data points.

[Jean Robins]

Hi Carlos,

I will point them to this thread tomorrow when they start work.

Jean