Problem resetting password

[Judith Eguía]

Hello!

One of my customers had access to the platform in order to create tickets however, seems her password does not let her in anymore and when she attempts to use the "Forgot password" option it says an email will be send to her but nothing comes through.

Could you help us know what is happening?

Best regards.

[Angélica Luz]

Hello Judith,

Welcome to Atlassian Community!

When it comes to customer accounts, site administrators can create an account for them, so they can access the portal, and then they can change to another password they prefer. 

They can change this information on Cog icon > User management > Jira Service Desk.

In this case, since I don't know who is the affected customer, I can't check if there are blocks or bounces on the email address. Feel free to share the domain here and I can check for all the accounts.

Also, is this customer receiving other notifications like comments, for example?

What error are they facing when trying to login? Is it just related to password or it's showing other error messages?

Regards,
Angélica

[Judith Eguía]

Hello Angelica,

The domain is @coppel.com. The error message Karely (the user) is receiving is: "Incorrect password"

[Angélica Luz]

Thank you for the details, Judith.

I was able to find a bounce related to Karely's email address.

554: 554 5.7.1 ...@... Recipient address rejected: NO-DOMAIN.

I removed this bounce and now the notifications should work.

Please, ask Karely to click on "Forgot your password?" again to check if the email will be delivered.

[Judith Eguía]

Angelica,

Thank you very much for your help! Karely just confirmed she was able to reset her password and access back to Jira.

Have a great day.

Best regards