Email issue creation notifications not being sent/received when issue is created with Email channel

[Gianfelice Piumatti]

When a customer create a new issue using email channel he do not receive the email notification for the new issue. The issue is regularry created an correctly managed.

No email is received by the customer, no antispam is running, no mail was trashed or moved in spam/unwanted. The customer use 0ffice365 environment.

[Angélica Luz]

Hi Gianfelice and welcome to Atlassian Community!

Just for further clarification, is this happening only with one customer?

When did this issue start?

Can you please ask this customer to open a ticket through the customer portal in order to test if he will receive the notification?
Is he receiving other notifications, like comments and status updates?

He can also whitelist our IPs and domains:

Allow these domains for Atlassian Cloud and related services:

https://*.atl-paas.net

https://*.atlassian.com

https://*.atlassian.io

https://*.atlassian.net

https://*.jira.com

https://ajax.googleapis.com

https://cdnjs.cloudflare.com

The current IP address ranges you need to allow are:

104.192.136.0/21

131.103.26.0/23

131.103.26.0/24

131.103.27.0/24

131.103.29.0/24

165.254.226.0/23

165.254.226.0/24

165.254.227.0/24

131.103.28.0/24

185.166.140.0/22

Please, give it a try and let us know how it goes.

Regards,

Angélica
 

[Gianfelice Piumatti]

Hi Angelica,

just for reply to your question

I will send the Ip range to allow

At this moment 2 customer reported the problem to me.

I have already requested to do the test you suggest and:

- Yes they have problem only on the new issue creation using email channel they do not receive any communications.

- Opening an issue through the portal they sometimes receive the intermediate communications, for status change (i.e. work in progress, done, resolved), with public comment; while the opening issue and closing communication are always received.

[Angélica Luz]

Hi Gianfelice,

Thank you for the information.
I saw that you opened a ticket with our support related to the same question and they are already helping you. I added the link to this question as well for them to get this information too.
As the question is the same, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms.

Regards,
Angélica