Emails not being received

Question

Hi team,

We have a recurring issue multiple times per month where I must raise a ticket / comment on old tickets to have our emails taken off the suppression list. We have a number of users across a number of instances of jira and a number of projects that receive no emails at all. The team at Atlassian remove the emails from the suppression list and everything is resolved until the next occurance. Is this due to my domain being primarily registered on the free version of Jira?

Please remove my domain from the suppression list again and it would be most useful to provide steps on how this can be resolved, for a team of around 30 this happens an incredible amount of time in comparison to what I see on here. Our domain and emails are on a typical O365 set up so I really can't understand the frequency of these issues.

Domain: dialectcommunications.com

Regards,

Matthew

Ash Yadav · Answer

Hi Matthew,

Thanks for getting back to me on this.

Please keep me posted on the outcome of the ticket, it might help others in the future if they encounter this issue :)

Best of luck.

Ash

Matthew Hutchinson_xh7yjq · Answer

Hi Ash,

I was on the free version of cloud ITSM however I've started a trial to raise the ticket. Previously Atlassian Team Members would remove blocks from the suppression list for unknown reasons.

Trying to chase someone to help as it seems to spread across our domain which is very frustrating!

Regards,

Matthew

Ash Yadav · Answer

Hi Matthew,

I would recommend opening a support ticket with the Atlassian team again on this as this is a community forum for the most part (unless an Atlassian Team Member sees this and responds).

https://support.atlassian.com/contact/#/

When you opened tickets on this previously, what response did you receive? Did they mention the cause of the issue or how to prevent it in the future?

If not I'd personally query it in a new ticket to get more clarity on how to prevent reoccurrence.

KR,

Ash