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Service Management customer does not receive account registration email

Johan_nr1v5u

Hello,

While trying to login for the first time the customer is unable to receive the registration email to access the helpdesk. The customer is allowed to access the service (is added in an customer organisation) and does not receive an error message saying that the email address is not allowed.

I have the same problem when I test it with some temporary mail accounts, the mails never arrived.

Kind regards,

Accepted answers

Jack Brickey

do you have email requests configured? If so then if the customer sends an email to create an issue does it fail?

Andy Heinzer

Hi @Johan

If I understand the problem here, you are wanting to invite new users to your Atlassian Cloud site via email, however some of these users are not receiving these email invitations.

I suspect what has happened is that at some point in the past there was a failed email delivery attempt to such an email address. When this happens in relation to one of our Cloud services, then Atlassian will add that email address to a suppression list to avoid repeated attempts to send messages to what are seen as invalid addresses.

I checked your email domain, but when I did so, I did not find any current addresses from your domain in that suppression list. This could have been cleared by some other support member from Atlassian in the time between you reported this problem and now, or perhaps I do not know what the correct email addresses are to review in this case.

If you are still having this problem, please let me know. If you can provide those individuals email addresses here in Community that would help me to track this down. Alternatively, we can create a support request on your behalf should there be a need for added privacy here. I can also remove or redact any sensitive information added within our Community site.

Cheers,

Andy

All comments

Jack Brickey

do you have email requests configured? If so then if the customer sends an email to create an issue does it fail?

Johan_nr1v5u

Email requests are not configured, the log also shows 'No email received ever'

Jack Brickey

If you don't have email channel enabled there will be no logs.

If you give the custom URL to the portal can they complete the registration and log in? It may be that there is an issue with the email being blocked. For this you must reach out to Atlassian support directly.

Johan_nr1v5u

Ok, thank you for the help.

Where can I find the support email or otherwise? I cannot seem to find it.

The https://support.atlassian.com/contact link keeps redirecting me to the community support.

Andy Heinzer

Hi @Johan

If I understand the problem here, you are wanting to invite new users to your Atlassian Cloud site via email, however some of these users are not receiving these email invitations.

Cheers,

Andy

Johan_nr1v5u

Hi @Andy Heinzer,

What I attempt to do:

I whitelisted some email adresses
I give the users the URL to the Service Desk
They are required to login (because it is not supposed to be public), in other words they need to create an account with their email adres that is whitelisted
In the process of creating the account the email never arrives to verify the registration (the problem)
As admin I never had to register to access the service, so I attempted to duplicate the problem with some temp email adresses and my own personal email adres to see if it was a user error or not, those adresses also never received a verification email (note I also whitelisted them at the time)

Did I make a mistake?

Thank you for the assistance,

Johan

Andy Heinzer

I don't see any mistake clearly here. It is possible that if you enter in an email address that is invalid, say because the mailbox doesn't exist yet, or there is any other reason that the receiving mail server might reject the message, then Atlassian will suppress future attempts at sending mail to that address.

But from what you have described so far, I don't see the clear evidence of that happening. I would be interested to investigate this further though if we can.

Are you able to provide to me any examples of the email addresses that you tried to use to invite new users to your site? If you can I can investigate this further myself to see if there are more details about why these messages might not have been received.

Andy

Johan_nr1v5u

Hi,

An email adres that I know works and that I tried several times is: JohanVanSteenbrugghe@gmail.com

I just checked if I blocked any Atlassian email adresses in my filtered list but the list is empty.

Johan

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