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User not receiving password reset email

Dilip Daswani

Hi,

One of the users at our customers is not receiving emails from Jira Service Desk as well as password and new account setup emails. She also checked Spam and does not see any emails from Jira.

The email address of this user is Auxxxx.xxxla-ext@sxxxfi.com

Other users seem to be receiving emails with no issues.

I appreciate your help.

Dilip

Accepted answers

All comments

Joshua Sneed Contegix

Hi Dilip,

That is odd. I would start by navigating to <your_instance>/secure/admin/SendTestMail!default.jspa and send a test email to that user. Ensure logging is on and verify the customer actually received the email. You can also check <your_instance>/secure/admin/MailQueueAdmin!default.jspa?page=errorqueue to see if emails to that account are failing. Outside of that I would start looking towards the email account / server as the problem. Cheers.

Dilip Daswani

Neither of the links you provided above work. So I am not sure how to send a test email or check the logs

Joshua Sneed Contegix

Hi Dilip,

Send a test email:

Click Administration (cog icon)
Click System
Click Outgoing Mail
Click Send Test Email
Modify the email address
Check the SMTP logging box
Click Send

Checking the mail queue:

Click Administration (cog icon)
Click System
Click Mail queue
Click the Error queue tab

Cheers!

Dilip Daswani

I can only send bulk email to a group or project role. But I guess I can create a group of one.

As for the error queue, I do not see an option for Mail Queue under System

Tushar Sethi

I am facing the same issue. Can someone help please?

Harinder_czmj7u

We are also Facing the Same issue, but by all the mentioned options not able to identify anything. Its very critical to get the Password Reset option of one of the approver in matrix.

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