nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Agents don't receive mail notifications

Mohamed Guessaid

Hi,

We have 4 agents that are not receiving any email notifications when users create or reply to issues by email since today/yesterday.

Normal users (customers) do receive email notifications.

We have 2 projects and we don't receive email notifications from either of them.

We checked the config in the projects to receive notifications and we are there.

We also checked the email trace and the emails are not arriving to us, only to normal users (customers).

So we don't understand where is the problem.

I found this other question that is very similar to our scenario: https://community.atlassian.com/t5/Jira-Service-Management/Agent-doesn-t-receive-mail-notifications/qaq-p/1599281

Thank your for you assitance in advance.

Accepted answers

Jack Brickey

Did you verify the Agent is is not also a Customer? Can you share the notification scheme. If in fact it was working and no changes made the you may need to reach out to Atlassian support.

All comments

Jack Brickey

Did you verify the Agent is is not also a Customer? Can you share the notification scheme. If in fact it was working and no changes made the you may need to reach out to Atlassian support.

Mohamed Guessaid

Yes, the agent is not a customer.

Here is the notification scheme:

Captura de pantalla 2023-03-03 135546.jpg

Thanks

Jack Brickey

I would contact support here.

Mohamed Guessaid

Contacting support resolved the issue, we were on a bounce list, after they removed the affected email addresses, we are receiving email notifications again.

Thanks

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management