What is the problem that some of our customers don't get our ServiceDesk notifications?

Question

We do get some feedbacks of our customers that they don't receive our Mail notifications. We did control it on our Barracuda and sometimes Jira didn't even create a Mail.

Can you help us with some imputs where the problem could be?

Jack Brickey · Answer

without understanding more on your specific case I would suggest the following steps:

* Assess if there is anything unique about the customer as compared to those that work
* run a clean test - have the customer send in a new request and see if the receive a create notification. Do this on the phone with them if possible.
* check your mail server to assess if the email was received from Jira or not
* check Jira email logs
* check with customer to see if the incoming emails are being block by spam filter

Tansu Akdeniz · Answer

Hi @Infomedis AG

First of all, please check customer notification settings and be sure if notification rules match.

* Service Desk project -> Project settings -> Customer notifications.

If everything is normal and mail problem happens to particular users, please check this link. There are solutions section which may help you understand the root cause.

Hope it helps.

Regards