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Jira Service Desk invitation email not sending externally

Boxphish Technical Team

In the past week or 2 I've seen that the invitation emails are not sending to any external Service desk customers. They will send ok if internal, and the resend invitation seems to work ok, but people are not getting the original email.

Is this happening to anyone else and does anyone know how to resolve?

Thanks

Accepted answers

Adam Rypel _MoroSystems_

Hello @Boxphish Technical Team ,

Maybe try to check out the notifications in Project Settings -> Customer notifications and see if "Customer invited" is enabled.

Regards,
Adam

All comments

Adam Rypel _MoroSystems_

Hello @Boxphish Technical Team ,

Maybe try to check out the notifications in Project Settings -> Customer notifications and see if "Customer invited" is enabled.

Regards,
Adam

Boxphish Technical Team

Hi @Adam Rypel _MoroSystems_ it is yes

The service desk has been setup since May last year and was working ok, I'm just really struggling to track down what's changed that has stopped the invites going externally

Adam Rypel _MoroSystems_

Hi @Boxphish Technical Team ,

Thanks for the confirmation.

As an outgoing email address, do you use your own domain or default @domain.atlassian.net? Also do customers get other notifications, like when the comment is added or is this related only to invitations?

Thanks,
Adam

Boxphish Technical Team

@Adam Rypel _MoroSystems_ we have a custom domain setup for incoming, but just the standard domain for outgoing.

It seems to be just for notifications that we are seeing this.

Thanks

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