How do I send an email to a shared mailbox when a new issue is created

[TinaTerzis]

I have created a special project (business project) for our closure team. The team use this to manage issues created for client account closures.

When a task/issue is created by a user from another department the closure team would like to receive an email notification into the shared mailbox that advises the new task is created.

I have tried adding the mailbox email address to the Issue Created notification scheme but when an issue is created the mailbox still does not receive notifications.

I also tried to create a user called Client Services with this same email address but this does not work either.

Can you tell me how I can get this working

[Petter Gonçalves · Accepted solution]

Hello Tina, 

You are correct to say that you must add the e-mail address as a licensed user in the system to receive notifications.

Additionally, the mentioned user must have a valid JIRA license and be added in the browse project permission and in the issue security level (If there's any), since the notifications can contain confidential information from the issue which must be validated.

Can you check if the configurations above are correct? Also, can you check if you can access the mentioned issue which didn't send the notification in the project logged with the Client Services user?

If the user is properly configured, I believe you can be facing an external problem and we can go through the steps below to properly troubleshoot it:

1 - Check the Spam folder

2 - Test if the notifications work for any other e-mail with a different domain, like gmail.com

3 - Check with your Infra team if you have any firewall or proxy that might be blocking the notification. If you have, ask them to whitelist the Atlassian Outbound e-mail IPs:

167.89.0.0/17, 208.117.48.0/20, 50.31.32.0/19, 198.37.144.0/20, 198.21.0.0/21, 192.254.112.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Let us know if this information helps and have a nice weekend! :)

[TinaTerzis]

Thank you this worked. I was missing the added in the browse project permission step

[Petter Gonçalves]

You are welcome, Tina.

Have a nice week!