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Invitation email to customer (mostly) not sending

Sergio Scabuzzo

I am trying to configure a next-gen service desk project. Under Customers | Organizations, I add a user (email) inside the pertinent organization. But the emails don't seem to be sent.

I have received them, but it seems to (maybe) be when I've never added/removed the user (not exactly sure, since I've been testing settings out). I am using my email account to send the emails and it is connected correctly and has sent, but I can't get it to send to one of my emails for testing anymore.

Is it not supposed to send emails to users that have been removed in the past?

I'm at the point where completely removing my account and starting from scratch does not seem like a terrible idea...

Accepted answers

Angélica Luz

Hello Sergio,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if after adding customers, if they receive any other type of notification.

I checked for blocks and bounces for your domain and I didn't find anything. Are the customers from the same domain as your email address?

Have you tested adding a customer with a Gmail, Yahoo, Hotmail, or other popular domain?

Regards,
Angélica

All comments

Angélica Luz

Hello Sergio,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if after adding customers, if they receive any other type of notification.

I checked for blocks and bounces for your domain and I didn't find anything. Are the customers from the same domain as your email address?

Have you tested adding a customer with a Gmail, Yahoo, Hotmail, or other popular domain?

Regards,
Angélica

Sergio Scabuzzo

Looks like no notifications are going out. Though I could have sworn some had and even with the custom email domain I setup.

No customer domains work, not from the organization (internal), custom, or gmail.

I created a new next-gen service desk and the emails go out immediately, albeit from the jira domain.

Thanks for looking into this, I guess the email/dns settings are correct, since they are both green.

Thanks,

Sergio

Sergio Scabuzzo

This is my current SFP1 configuration:

v=spf1 a mx include:spf.migadu.com include:_spf.atlassian.net ~all

The DKIM does not seem to save with the . at the end. They keep saving as s1._domainkey.atlassian.net not s1._domainkey.atlassian.net.

I'm using Cloudflare as the DNS provider.

All that, but the domain seems setup correctly:

Sergio Scabuzzo

I checked and definitely had this work. There is an email invitation from the custom email domain on one of my inboxes that is on a completely separate domain.

But it does not seem to work reliably or at all anymore...

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