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Incoming and outgoing emails from service desk no longer working!!

Jean Robins

Can anyone help please?

Our clients have notified us that they are not receiving emails sent from our service desk. It now looks though we are not receiving emails from clients when they have been replying to our emails from service desk.

Is there a way that we can check if incoming and outgoing emails are actually going anywhere?

How do we fix it so that it works again? Last email that we can see as successfully incoming is the 28th of March. Last successful outgoing message is unknown.

Accepted answers

Carlos Garcia Navarro

Hi Jean,

I'm sorry this is happening. Did you try the Admin helper? https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

All comments

Carlos Garcia Navarro

Hi Jean,

I'm sorry this is happening. Did you try the Admin helper? https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

Carlos Garcia Navarro

In case you haven't seen these yet, maybe these posts can help:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Email-Requests-in-Service-Desk-not-working/qaq-p/625134

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Email-Requests-in-Service-Desk-not-working-v2/qaq-p/638922#U638936

Jean Robins

Hi Carlos,

I don't have access to the admin helper. If I click on the JIRA symbol it just takes me to my dashboard.

Jean

Carlos Garcia Navarro

Jira Administrators should have access to the helper... Can you ask a Jira Admin to check it? I think it could provide good data points.