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Issues with e-mails delivery

Serafim Ponomarev

Hello!
When using Jira Service Management we have been facing recurrent issues with e-mails delivery while processing the ticket.
We analyzed the situation and found out that there are 3 types of clients: 1) who don’t get letters at all, 2) who get only a part of the letters (for instance, only about changing ticket status to “pending”), 3) who get a letter on some of the requests, but don’t get it on other ones.
Users of Russian domains (such as @[deleted].ru) also experience some issues with getting letters.
Could you suggest please, if anybody has had the same problems and what possible solutions can be?

Accepted answers

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Alex Koxaras -Relational-

Hi @Serafim Ponomarev and welcome to the community!

First of all you have to make sure how Customers' notification are setup within your project (do all involved customers are notified, or only the reporter?). Then you have to make sure that the customers who don't receive these emails, have not opted out of these tickets. If you think that the way you have set it up is outstanding, then you can always contact https://support.atlassian.com/contact

Serafim Ponomarev

Hi @Alex Koxaras -Relational- We have only some users who do not receive messages, and the support service has not responded to us for a week

Angélica Luz

Hello @Serafim Ponomarev,

Welcome to Community!

I saw that you created a ticket with our support team today.

According to our support offerings, a Level 2 ticket SLA is 6 business hours and you created the ticket 3 hours ago.

Soon someone will help you with your request.

Kind regards,
Angélica

Alex Koxaras -Relational-

@Serafim Ponomarev you have to identify if the users are:

agents -> Search notification scheme
customers (reporter) -> search customers' notification
customers (request participant) -> search customers' notification

Have you perform all these checks? Are you certain that from an admin point POV, everything works as they should? If yes, then you have to ask the customers/agents:

Are they not receiving ANY notification at all or from specific issues?
Have they opted out of receiving notifications? Both agents and customers have this ability.

In addition, you have to check your issues' type workflows and crosscheck they EVENTS they are firing upon each transition. Are these events present in your notification scheme? DO you have any custom event which you didn't include in the notification scheme?

But you are giving too little info to be able to help you.

Alex Koxaras -Relational-

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