Invitation email to customer (mostly) not sending

[Sergio Scabuzzo]

I am trying to configure a next-gen service desk project. Under Customers | Organizations, I add a user (email) inside the pertinent organization. But the emails don't seem to be sent.

I have received them, but it seems to (maybe) be when I've never added/removed the user (not exactly sure, since I've been testing settings out). I am using my email account to send the emails and it is connected correctly and has sent, but I can't get it to send to one of my emails for testing anymore.

Is it not supposed to send emails to users that have been removed in the past?

I'm at the point where completely removing my account and starting from scratch does not seem like a terrible idea...

[Angélica Luz · Accepted solution]

Hello Sergio,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if after adding customers, if they receive any other type of notification.

I checked for blocks and bounces for your domain and I didn't find anything. Are the customers from the same domain as your email address? 

Have you tested adding a customer with a Gmail, Yahoo, Hotmail, or other popular domain?

Regards,
Angélica

[Sergio Scabuzzo]

Looks like no notifications are going out. Though I could have sworn some had and even with the custom email domain I setup.

No customer domains work, not from the organization (internal), custom, or gmail.

I created a new next-gen service desk and the emails go out immediately, albeit from the jira domain.

Thanks for looking into this, I guess the email/dns settings are correct, since they are both green.

Thanks,

Sergio

[Sergio Scabuzzo]

This is my current SFP1 configuration:

v=spf1 a mx include:spf.migadu.com include:_spf.atlassian.net ~all

The DKIM does not seem to save with the . at the end. They keep saving as s1._domainkey.atlassian.net not s1._domainkey.atlassian.net.

I'm using Cloudflare as the DNS provider.

All that, but the domain seems setup correctly:

[Sergio Scabuzzo]

I checked and definitely had this work. There is an email invitation from the custom email domain on one of my inboxes that is on a completely separate domain.

But it does not seem to work reliably or at all anymore...

[Angélica Luz]

Thank you for sharing the details, Sergio.

So, just to make sure I understood. If you use a custom email as the outgoing email, the notifications are not being sent, but on a new project with the support@domain.atlassian.net it works, is that correct?

Would it be possible to test your custom email on a Classic Service Desk project?

[Sergio Scabuzzo]

Okay some updates:

Seems custom emails are just not being sent... Except, it DID work once or twice before on the next-gen Service Desk. So there must be a way?

The default emails support@domain.atlassian.net always work. If I remove the custom domain email from any project, emails go through. If I add it, they don't.

Same with the Classic Service Desk.

[Angélica Luz]

Thank you for the details, Sergio. 

Searching for more information about this type of issue, we believe that it might be related to failed DMARC. 

Your domain is correctly verified and there are no errors when adding the custom email as the Project email, but somehow the notifications are not being sent with the custom domain.

For more details, please check the feature below:

• JSD Notification were not sent out due to failed DMARC. Add option to control the Reply-To: header in Jira Cloud

Please, click on vote and watch to receive updates about the feature.

As a workaround, please, whitelist our domains and IPs: Atlassian cloud IP ranges and domains

[Sergio Scabuzzo]

It indeed was the DMARC settings. I removed them and all is well now. I may try to re-add them with different settings, but for now 🎉

Thanks for your help!