Outgoing Jira Emails Arrive Blank for Customer (Gmail Web)

[Maryam Nafissi]

• We’re using a Jira board where customers submit support requests through an online form. Our team replies to customers directly from the Jira ticket, which sends an email to the customer.
• A customer recently reported receiving blank emails (no visible text in the body) from our Jira support address.
• The issue only affected the initial email from our Jira system (sent on Oct 23). Follow-up messages sent on Oct 30 from the same Jira ticket displayed correctly.
• The customer has successfully received Jira responses from us in the past.
• They use Gmail via the web browser (not mobile or Outlook).
• On our end, the Jira ticket shows the full, correct message content.
• The customer’s screenshot shows the correct subject and header information, but no message body.
• We tried to find the eml file for the blank email to make sure the content-type is text/html or text/plain, but we can’t find it in our logs. 

Can you help us investigate what might cause Jira emails to appear blank in Gmail (particularly the first outbound message in a ticket thread)?

[Stephen_Lugton · Accepted solution]

Hi @Maryam Nafissi 

I can't be sure, but the date you stated that your customer received a blank email was 23 October, this was the day that AWS had an outage which affected Atlassian products, it is possible that this outage caused issues with the email send to your customer.

[Maryam Nafissi]

Thanks Stephen! 

I totally forgot about the AWS outage on that day. It's possible that caused issues on our end. The email was sent out at 6:41 PST on October 23. 

[Trudy Claspill · Accepted solution]

Hello @Maryam Nafissi 

Welcome to the Atlassian community.

Does this concern email notifications generated by the native notifications features in Jira? If not by the native features, how was the email generated (i.e. automation rule or another method)?

Does this concern notifications for a Jira Software, Business, or Service Management project?

Did more than one customer report the problem?

Do you have evidence of other initial emails sent in the same time period arriving with the correct content?

Be advised that this is a user community, not the support portal for Atlassian. As users of our own Jira instances we will not have any access to your instance or logs for your instance. We can only make suggestions about ways you might be able to debug the issue.

If you want support directly from Atlassian, your Jira Administrators should open a case with Atlassian support at https://support.atlassian.com/contact/#/

[Maryam Nafissi]

Hi Trudy, 

Thanks for your reply!

I'm not the Jira admin and here are the replies I got based on the info I got from my colleagues: 

• The email was generated by the native notification feature in Jira
• My colleagues said we are just using regular Jira software, but based on the info I find online I'm not sure it's possible to send emails to external customers without having Jira Service Management? 
• Only one customer reported this issue. 
• Yes, another support ticket was submitted by a different customer on the same day and we had no issues with this one. There were several back and forth messages without any issues and we sent them the first reply two hours after the problematic email was sent. 

Thanks, 

Maryam