Email notifications are not receiving

Question

Hi Team,

We are using Jira Service Desk. Currently email notifications are not received for us, as well as service desk users. Previously we used to get an email notification for all the changes made for requests in service desk. But we get nothing from 26th March 2020.

Things Already Checked
1. We have not made any configuration change.
2. Checked configs in Customer notifications.
3. Checked configs in Default Notification Scheme and all looks good.

Could you help us to overcome this situation please? Few screenshots are attached below for your reference.

Thank you,
Upul.

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unknown · Answer

Hi Team,
Do you have any idea regarding the behavior above?

Thank you.

unknown · Answer

Hi Team,
Thanks for your response and sorry for late reply since I wanted to confirm some information from internal IT team. Please find my inputs below.

1. I again verified with the customers also. Only we (agent) only not receiving email notifications for tickets. This is happening from 26th March 2020. Before that worked fine. No any configuration changed by us.

2. It is reproducible for our (agent) account. This is how my settings looks like

3. @[deleted] is an agent and default ticket assignee once an issue is created.

4. This is happening for all the issues in all the projects, Customers are creating the issues through UI only and Support team also uses the UI for reply . we are not using email reply for commenting even though it is configured.

5. Yes customers can view the ticket trough the portal once they are logged in to the Jira portal.

6. Organizational IT confirms that there is no domain has blocked for receiving emails. We have one customer in same domain which our agent exist. That customer is receiving email notifications properly.

Appreciate if you could you suggest us to how to fix this issue.

Thank you.

Petter Gonçalves · Answer

Hello @[deleted]

Thank you for reaching out.

Please, allow me to provide some suggestions and questions so we can better know we are on the same page and properly troubleshoot the problem:

- Per your description, I understand that both agents and customers are not receiving any notifications when issues are updated. Is that correct? There are no notifications at all or is the problem intermittent?

- Is the problem reproducible for every single user? If it happens only for specific users, please ask them to click at their profile picture in the left-bottom corner of the application > Settings and check if they have unchecked any options of the e-mail notification preferences:

- Checking your Notification Scheme, it seems the notification for issue updated must be sent to: All watchers, Current Assignee, Reporter, and a single user. Talking about the agents that are not receiving notifications, how are they related to the issues? Which field of your Notification Scheme does include the agents?

- Does the problem happen for all issues in your project? Are the issues that reproduces the problem created from E-mail or through the Jira UI?

- Make sure the users that suppose to be notified are properly configured to access and see the issue.

- Make sure the users that suppose to be notified have properly whitelisted Atlassian outbound e-mail addresses in the documentation below:

Atlassian cloud IP ranges and domains

Let us know what results you got from the steps above.