Customer not able to receive emails from Service Desk

Question

I have one Organization in Jira Service desk in which all the customers have stopped receiving notification emails. This recently happened, within the past three months.

The customer can create requests by the portal and by sending an email. They can also log into the portal and review their issues as well.

The problem is that they do not receive any email notifications of changes. They are the only organization that this is happening to. We review their email white-list and have confirmed that atlassian is white-listed.

Since this is the only organization, we're pretty sure that it has something to do on their side with spam filters, but can't figure where to look next.

Petter Gonçalves · Answer

Hello Albert,

Thank you for the details.

Based on your details, It is definitely something in their side which is blocking the Atlassian outbound e-mail to arrive.

Without more details about their environment (E-mail bounce list, Firewall Settings, etc), there isn't much we can do to troubleshoot it from here.

Just to confirm:

When you say they have whitelisted the e-mail domains, you are talking about the IP addresses below, right?

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

Since we have found a dead-end here, I suggest you open a ticket internally with our JIRA standard support team, so we can have more details in the instance logs about the problem:

https://support.atlassian.com/contact/

Let me know once you create the ticket.

Albert Yurgal · Answer

The customer is the Reporter of the issue and a requested participants. This is the only account that this has happened to. We've added all the domains. They do get the email if they use an Outlook email address instead of their business email address.

I have even deleted the user account and remade it and that didn't work.

Petter Gonçalves · Answer

Hello Albert,

Welcome to Atlassian Community!

To better troubleshoot this problem, I would recommend you to follow the steps below:

- Double check if the users not receiving the notification are added as the reporter or Request participants. Additionally, navigate to the project > Project Settings > Customer Notifications and check if the correct value is added in the send field of the notifications:

Reporter (Customer) - Reporter of the issue

Customers Involved - Request Participants

- Try to add a user with a different domain (Gmail, Hotmail, etc) to the same Service Desk organization and try to reproduce the problem. This will make sure the problem is on the e-mail domain

- If the test above works, Ask them to check if the Atlassian domains are whitelisted in their e-mail servers, proxy, and firewall configuration, confirming if their issues are not arriving in the SPAM folder.

Let us know if the information above helps.