Service desk customer not receiving e-mails

[Sami Kunwar]

Please help to check why following customer user are not receiving an inviataion email from

jira@portrix.atlassian.net

[Brant Schroeder · Accepted solution]

@Sami Kunwar are all you customers not receiving an invite?  Are only some?  Have you had them check their email spam folder?  Are all the customers not receiving the invite working for the same company?  Have you had them check their email server rules to ensure that the emails are not being blocked?

[Sami Kunwar]

Hi @Brant Schroeder , Only some of our customer are not receiving an invite. They have checked span folder. Only some of the customer of the same company are not reciveing the invite. I have asked them to check with their IT and they mentioned that they have not seen any log from sender:  jira@portrix.atlassian.net  to recipient:  xxxxx@jas.com  and they are asking if I can  get a trace for the email to understand where is the issue ?

They (IT team) made  trace in their o365 tenant. The customer are located in Italy though.

They have confirmed that their email server rules are not blocking  the emails that we send.

 It will be great if you can check with that.

Regards,

Sami

[Sami Kunwar]

@Brant Schroeder: Will ask once again our customer about their email server rules are not blocking the emails that we send( jira@portrix.atlassian.net ) and will provide you an update soon.

Regards,

Sami

[Sami Kunwar]

test comment

[Sami Kunwar]

Hi all,

this has been raised with Atlassian support with new ticket. Please ignore it.

Regards,

Sami