Some of our clients have problems receiving notifcations from Jira Servicedesk. We can't find any settings in Jira or the customer's own mailclients to fix this.
These customers can't get the help they expect from the servicedesk and we as technicians can't ever be sure that our replies reach the customers!
Is this a known issue? Are there any good guide for investigating the possible causes?
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I have recreated this behaviour with one personal external gmail adress. This particular gmail-adress never get any notifications from Jira Servicedesk.
Another gmail-account I have, have no problems with this.
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In both cases the account was first registered by invitation from a Jira Servicedesk user.
The problematic account never got the invitation. There was nothing in the trash.
So instead I mailed our support and a new case was created by the mail from that adress. But no public comments make it all the way back to this mail.
I restored the password at the Jira Customer Portal for this project and logged in and could access my cases. I toggled the settings back and forth to receive notifications but nothing made any difference.
Any suggestions?
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