email Notification not being sent when comments added via incomming email

[Jean-Francois Plouffe]

Hi ,

I am running into an issue with the email Notification.

When a ticket is commented directly in the JIRA portal, everything works fine and users get appropriate email notification.

However, when a ticket is commented using an incoming email, no email notifications are sent. The ticket gets commented properly and the comment even shows in the activity stream but we get no email notifications.

I validated the mail Handler and the "Notify Users" option is set to true.

Any idea ?

Thank you

JF

[Petter Gonçalves]

Hello Jean-Francois, 

Welcome to Atlassian Community.

Please, let us know the following information to better troubleshoot your issue:

- Since you have mentioned JIRA Portal, I believe you are talking about JIRA Service Desk and not JIRA software as your question is flagged, Is it correct? Are you using JIRA Server or Cloud?

- If you are using JIRA Service Desk, Can you please confirm who is not receiving notifications? Is it the customer or the agent?

If you are not using JIRA Service Desk, I would recommend you to check the troubleshoot guide below to ensure you are not been affected by one of the mentioned scenarios:

- Not Receiving Email Notifications in JIRA Cloud

In case you are using Service Desk, here's a good article to troubleshoot JIRA Service Desk notifications:

- How to Troubleshoot email notifications in JIRA Service Desk

Additionally, check if the Cloud Ip ranges for outbound e-mail are properly whitelisted in your Firewall and e-mail server:

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

[Jean-Francois Plouffe]

Hi Petterson,

We are using the cloud version.

The agents aren't receiving notification but only when the client comment the ticket with an email input. If the same client comment the same ticket through the JIRA web interface, the notification are sent out properly.

Thank you

[Petter Gonçalves]

Hello Jean-Francois,

Thank you for the information.

I believe that the e-mail servers or the firewall configured in your network might be probably blocking the notifications to arrive since comments through e-mail trigger a different e-mail sender from the notification.

Could you please whitelist the outbound e-mails in your e-mail server and firewall and confirm if the issue persists?

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

Additionally, double-check if the customer you verified is the reporter of the issue (Not request participant) and if it is the same customer with the same e-mail address in both cases you reproduced: When he comments through UI and when he comments through e-mail.

Let us know your results.